Athena Law Complaints Procedure

Complaints Policy

We are committed to providing a high quality legal service.  If you consider we have failed to do so and there is a problem, we need you to tell us immediately so we can address the problem and take whatever steps may be necessary to ensure that it is resolved.  This will also help us to maintain and improve our standards.

Making a complaint, or raising a query or concern

If you have any complaint, or simply a query or concern, you should in the first instance contact the Senior Partner either in writing or by telephone, and provide details.  If the matter cannot be dealt with immediately, or in a few working hours, the complaints procedure will be implanted. 

What happens next?

  • We will send you a letter acknowledging your complaint within two working days and asking you to confirm or explain the details in writing if you have not already done so.
  • We will record your complaint within two working days of receipt.
  • When we receive and acknowledge your reply we will investigate your complaint and within ten working days send you our detailed reply.  If the complaint involves possible negligence or regulatory failure, we will ask an independent solicitor to investigate your complaint and report to us.  We will refer the complaint within three days, and send you our detailed reply once they have reported.  The independent solicitor appointed for this purpose at present is Mr Brian Drewitt (Senior Partner of Commercial & Business Lawyers of Unit 7, Rhino Court, Station View, Hazel Grove, Cheshire SK7 5ER.
  • When we send you our detailed reply, we will write inviting you to meet with us to discuss and hopefully resolve your complaint.  
  • Within two working days of the meeting we will write to you to confirm what took place and any solutions we have agreed with you.  If you do not want a meeting or it is not possible we will send you our suggestion for resolving the matter.
  • At this stage, if you are still not satisfied, you can write to us again.  If we have to that point dealt with the matter internally, we will refer it to another independent solicitor for review.  If we have already referred the matter to an independent solicitor, we will refer your letter to that solicitor and invite their recommendations for resolving the complaint. 
  • We will let you know the result of the independent review within five working days of the end of the review.  At this time we will write to you confirming our final position on your complaint and explaining our reasons. 
  • If you still remain unsatisfied you are then entitled to refer the matter to the Legal Ombudsman.  You are also entitled to refer the matter to the Legal Ombudsman if the complaint is not resolved within eight weeks or the Solicitors Regulatory Authority (SRA).
  • The above time limits may not be appropriate in every case, and may be impractical to comply with, for example because of absence from the office for work or holidays or ill health.  If it is necessary to vary the time limits then we will inform you and explain the reason. 
  • The Legal Ombudsman can be contacted online at www.legalombudsman.org.uk or by telephone on 0300 555 0333.
  • The SRA can be contacted for complaints on SRA.ORG.UK/Consumers/ Problems/ where there a number of online forms which can be filled in.

This edition is with effect from 30.10.2023.