Complaints Handling Procedure

Our Complaints Handling Procedure

We hope that when dealing with our firm you do not experience any problems, as we want to give you the best possible service.

Please note that this Procedure is for the benefit of clients of this firm only.

We wish to provide the best service possible to you. However, if you do feel unhappy or concerned with the standard of service, we have provided, and wish to make a complaint, you should inform us immediately, and we will adopt the following procedure, to enable us to deal with your complaint as quickly and efficiently as possible:

You should first raise any concerns with the person dealing with your matter. If the matter cannot be resolved, your concerns shall be reported to the firms Compliance Manager by the person dealing with your matter, or alternatively you can contact our Compliance Manager direct.

The Compliance Manager shall acknowledge you have raised concerns and shall contact you, to discuss your complaint and try to identify what we can do to resolve your concerns. The Compliance Manager will also provide you with a copy of this procedure, unless you have already been provided with a copy.

The Compliance Manager will thereafter liaise with the person dealing with your matter about the concerns raised and make an independent and fair investigation to see if we have failed to meet the standard of service.

It may at times be necessary for the Compliance Manager to contact you and arrange to meet with you to discuss matters.

The Compliance Manager will provide a formal response to your concerns within 10 working days (in writing) of you letting the firm know of your complaint.

If further time is required to provide a response, the Compliance Manager shall inform you as soon as practicable.

The written response will include:

  • Details of your concerns
  • Suggestion of what action, if necessary, is to be taken to remedy your concerns

If you are dissatisfied with the conclusion of the complaint and/or proposed resolution, your complaint will be referred to the firms Complaints Director, Antony Canaii, who will review all matters and contact you to discuss the matter further, within 14 working days. Please note that the firms’ Complaints Handling Procedure is for the benefits of Clients of this firm only.

The Right To Complain To The Legal Ombudsman

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint and
  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them: 

Call: 0300 555 0333 between 9.00 to 17.00.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Our Contact Details

The details of our Compliance Manager are as follows:

Antony Canaii


020 8443 7090

Augustins Solicitors
The Business Centre
758 Great Cambridge Road

Raising Concerns With The Solicitors Regulation Authority

Our firm is regulated by the Solicitors Regulation Authority. The Solicitors Regulation Authority can help you if you are concerned about the behaviour of this firm.

Concerns can be raised with the Solicitors Regulation Authority via;

Whilst our Complaints Handling Procedure is for the benefit of the clients of this firm, any individual can raise concerns with the Solicitors Regulation Authority.