If at any point you become unhappy or concerned about the service we have provided you with then you should inform us immediately so that we can do our best to resolve the problem.
Making a complaint will not adversely affect how we handle your case, nor will you be charged for the investigation of, or response to, your complaint.
Initial concerns
In the first instance, you should raise your concerns directly with the advisor who is working on your matter. As they are most familiar with your case, they will often be able to resolve issues quickly and informally. If that complaint is in relation to the individual working on the matter, you may wish to raise your concerns with the advisor who is supervising your matter.
Raise a formal complaint
If you would like to make a formal complaint to someone other than the person handling your matter or the supervisor, you should put your complaint in writing to our mailbox Hello@arch.law.
Please be assured that there is no fee for making a complaint and you/the progress/outcome of your matter will not be affected or disadvantaged because you are making a complaint. A proper standard of work will be maintained, and your complaint will be dealt with fairly, separately from the complaint.
What we need to know
To deal with your complaint correctly, it would be helpful when contacting us if you could provide the following information:
- Confirmation that you are making a complaint under our complaints policy
- Your name, contact details and preferred contact method
- File reference number
- Details of your concerns
- How you would like us to put things right.
What will happen next?
- We will acknowledge receipt of your complaint in writing within two (2) working days of receiving it.
- An independent member of our team will conduct an initial investigation into the issues raised. This will normally involve reviewing your file and speaking to the member who acted for you.
- We will send you a detailed reply which sets out our findings and any action plans or proposed resolutions within 5 weeks of sending you the acknowledgement letter.
- If this initial investigation does not resolve your concerns, you can escalate your complaint to a member of our Senior Management Team, who has not had any dealings with your matter thus far, to review the initial decision. A member of the team may contact you if they need further details. We will then write to you within 2 weeks of receiving your request for a second review, confirming our final position on your complaint and explaining our reasoning.
- We will do our best to keep to the timescales, but if for any reason we have to change any of these timescales, we will let you know and explain why.
What to do if we cannot resolve your complaint
If you have exhausted our internal escalation process yet remain dissatisfied, or a period of eight weeks has expired since we received your complaint, without our final response being received, you are entitled to refer your complaint to the Legal Ombudsman. The Legal Ombudsman will look at the complaint independently and any investigation by them will not affect how we handle your case. You can review our complaints policy here which sets out what to do next and how to contact the Legal Ombudsman.