At Astle Paterson, we are committed to providing a high-quality legal service to all our clients. We hope that you will never have reason to complain about our service to you, however, if something does go wrong, please bring it to our attention as soon as you can. This will help us to improve our standards.
Any expression of dissatisfaction about the service you have received from Astle Paterson will be considered seriously. We will investigate your concerns objectively and try to generate a positive and speedy solution. We will apologise if appropriate and do our best to offer a practical solution.
Astle Paterson’s Complaints Director is Liam O’Shea who is responsible for this procedure.
Wherever possible we try to resolve complaints within the department handling your case. Initially, complaints should be made in writing to the person dealing with your case.
If you are not happy with the reply provided, you can refer the matter to Liam O’Shea by email, email@example.com, or by post at Clay House, 5 Horninglow Street, Burton upon Trent, Staffordshire DE14 1NG.
We much prefer that substantial or complicated complaints are dealt with in writing – however, we do not have any set forms that we use for this purpose. Should there be any circumstances which make it difficult for you to make a complaint in writing, please phone Liam O’Shea on 01283 531366.
We will investigate your complaint and ultimately provide a final written response. This will normally involve the following steps:
Any complaint to the Legal Ombudsman (‘Ombudsman’) must usually be made within six months of the date of our final written response on your complaint but for further information, you can visit the Ombudsman’s website at www.legalombudsman.org.uk. There is no charge for the Ombudsman’s services.
The Ombudsman’s contact details are as follows:
PO Box 6806
Helpline: 0300 555 0333
We currently do not use any Alternative Dispute Resolution providers to resolve complaints and unresolved complaints about our services can be dealt with by the Legal Ombudsman under the statutory complaints scheme.
If you're interested in our services, contact our specialist solicitors directly, or call us on 01283 531366.Enquire Online
Astle Paterson, Clay House,
5 Horninglow Street, Burton upon Trent
Staffordshire DE14 1NG
Tel . 01283 531366
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