Aglionby ADR Limited – Complaints Policy

 

1. Introduction

Aglionby ADR Limited ("AADR", "we", "us", or "our") is committed to providing a high‑quality dispute resolution service to all clients. If something goes wrong, we encourage clients to tell us so that we can address the issue promptly and improve the quality of our services.

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This Complaints Policy explains how clients can make a complaint and how we will handle it.

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2. What Counts as a Complaint?

A complaint is any expression of dissatisfaction-whether spoken or written-about the service we have provided. This includes concerns about: quality or clarity of services; timeliness; costs or invoices; conduct or communication; any aspect of the client experience.

If you are unsure whether your concern qualifies as a complaint, please raise it with us-if it is important to you, it is important to us.

 

3. How to Make a Complaint

If you wish to make a complaint, please contact us using one of the following methods:

Email: andrew@aglionbyadr.com

Post: Aglionby ADR Limited, 7 Bell Yard, London, WC2A 2JR, United Kingdom

Telephone: +44 7587 155 817

 

Please provide:

• Your name and contact details

• Details of your concern

• How you would like us to resolve the issue (if you have a preference)

All complaints are handled by our Complaints Officer for Legal Practice (COLP).

 

4. What Happens Next?

We follow a clear, fair and timely procedure:

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4.1 Acknowledgement

We will acknowledge your complaint within 7 days of receiving it.

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4.2 Investigation

Your complaint will be reviewed by our COLP, who may:

• Contact you for more information

• Arrange a meeting or discussion if helpful

• Review relevant documents and correspondence

• Speak with anyone involved in your matter
   

4.3 Response

We will provide a full written response within 28 days of receiving your complaint. If additional time is needed (for example, if the issues are complex), we will explain the reasons and give you a revised timetable.
 

4.4 Possible Outcomes

Our response may include:

• An explanation or clarification

• An apology

• Corrective steps or service improvements

• A reduction of fees or other goodwill gesture

• Confirmation of no fault (with reasons)

We aim to resolve all complaints fairly and proportionately.
 

5. If You Remain Dissatisfied

If you are unhappy with our final response-or we have not resolved your complaint within eight weeks-you may be able to refer your complaint to:

Legal Ombudsman

Website: www.legalombudsman.org.uk

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

The Legal Ombudsman normally expects complaints to be referred:

 

Within six months of our final written response, and

Within one year of the act or omission giving rise to the complaint, or of you becoming aware of it.

If your complaint relates only to alleged professional misconduct (rather than service), you may report it to the Solicitors Regulation Authority (SRA) instead.

 

6. No Blame Culture

AADR is committed to learning from experience. All complaints are reviewed as part of our continuous improvement process.

 

7. Recording and Monitoring

All complaints are logged in our Complaints Register. We monitor complaint data annually to ensure that:

• We maintain high standards

• We identify emerging issues

• We improve processes where needed
   

8. Review of This Policy

This policy is reviewed regularly and updated when necessary—for example, in response to business changes, regulatory updates, or client feedback.