We are committed to providing a high quality service and to dealing with all our clients fairly. If you feel that you have a cause for complaint, including in relation to the bill, we would appreciate you telling us.
How do I make a complaint?
You can contact us in writing (by letter or email) using our contact details – www.asteyaconsulting.com/contact
To help us to understand your complaint, and in order that we do not miss anything, please tell us:
If you require any help in making your complaint we will try to help you.
How will you deal with my complaint?
We will handle your data in accordance with our Privacy Policy which you can see here: www.asteyaconsulting.com/privacy-policy
We may need you to provide us with some information (such as proof of your identity) first.
We will write to you within two working days acknowledging your complaint, enclosing a copy of this policy.
We will investigate your complaint. This will usually involve:
We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
We may also, if appropriate, invite you to a meeting (whether in person or over the telephone) to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to.
We will update you on the progress of your complaint at appropriate times.
We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within ten working days of the date of our letter of acknowledgement.
What if I am not satisfied with the outcome?
If you are unhappy with the outcome of our complaints handling procedure, please first let us know and we will review the matter.
The Solicitors Regulation Authority (SRA) can help if you are concerned about our behaviour, such as allegations of dishonesty, discrimination or breaches of the SRA Principles. However, the SRA is not able to deal with issues of poor service.
What will it cost?
We will not charge you for handling your complaint.
Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
