Questions and Answers about complaints policy.
We want you to be satisfied from our services.
At April King customer satisfaction is really important to us. We always strive for perfection but we are only human, and sometimes we can make mistakes. This policy sets out how we deal with complaints and your rights.
If would like to make a complaint, please write to us in the first instance. We cannot deal with complaints over the telephone as this does not give us the opportunity to fully investigate the circumstances and offer you a fair response.
1. Please either write to us at the following address or email the required information in 2 and 3 to firstname.lastname@example.org
April King Legal
4 Castlebridge Office Village
Please supply us with :
2. A copy of your Passport or Driving License (for each client). This is for client identification and data security reasons.
3. A signed letter stating the following (this can be by post or as an email attachment)
- Your full name and address, email address and mobile number
- That you are making a formal complaint
- The name of your advisor
- What you have instructed us to do (e.g. write a Will, make LPAs…)
- When you instructed us
- What do you think has gone wrong or was not done properly
- How would you like us to put things right
How we will deal with your complaint
We will acknowledge your complaint within 5 business days.
We will provide a full response and decision within a further 15 business days.
What to do if you are not satisfied
If you are not satisfied with how we have decided your complaint, you can ask us to review the decision. Please let us know the reasons why you feel our decision is not the correct one. On receipt of your request, we will review the matter and respond to you within a further 15 business days.
Should I complain to my advisor’s regulator?
You must first use the firm’s complaints process. Should you still feel dissatisfied having exhausted the above process, then you may be able to complaint to the advisor’s regulator if:
- Your advisor is a Solicitor or Chartered Legal Executive and
- Your complaint relates to a matter covered by the SRA’s or CILEX’s Code of Conduct
Regulators deal with matters such as: