Complaints Procedure

Our commitment

We aim to give every client a good service. If you are unhappy with any aspect of the service you have received, or about our bill, please tell us — most concerns can be resolved quickly once we know about them.

How to complain

Please contact us setting out the details of your complaint, what you think went wrong, and what you would like us to do to put it right. You can:

write to us at our Manchester office: 66 Dickenson Road, Manchester M14 5HF
email info@acsolicitors.org
telephone 0161 566 3492

What happens next

We will acknowledge your complaint in writing.
We will investigate the matter, which may involve reviewing your file and speaking to the people involved.
We will write to you with our findings and, where appropriate, what we propose to do to put things right.
We aim to respond to your complaint within 21 days. If a matter is complex and we need longer, we will tell you why and when you can expect our response. In any event we will give you our final response within eight weeks.

If you are still not satisfied

If we have not resolved your complaint within eight weeks of you raising it, or you remain unhappy with our final response, you may ask the Legal Ombudsman to consider it. The Legal Ombudsman is independent and its service is free to consumers.

Time limits. You must normally refer your complaint to the Legal Ombudsman within six months of receiving our final written response.

You must also refer it within one year of the act or omission complained about, or within one year of when you should reasonably have known there was cause for complaint. These limits have applied to complaints referred since 1 April 2023.

Legal Ombudsman contact details

Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Complaints about our conduct

The Legal Ombudsman deals with complaints about service. If your concern is about our behaviour — for example dishonesty, discrimination, or failing to keep your money safe — you can report it to the Solicitors Regulation Authority at www.sra.org.uk.

Complaints about a bill

If your complaint concerns our bill, you may also have a right to apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. Note that if you apply for an assessment, the Legal Ombudsman may not consider your complaint.