Complaints Procedure

Contact Us Our complaints policy

We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you are dissatisfied about any aspect of the service we provide to you, including the amount of any bill, please raise this either with the person dealing with your matter or the Supervising Partner specified in our initial letter to you.  If unresolved, you should contact our Client Care Partner, Mr Ainley and detail your full complaint in writing to him.  We have eight weeks to consider your complaint.  If we have not resolved it within this time you may complain to the Legal Ombudsman.

What will happen next?

  1. We will send you a letter acknowledging your complaint within three working days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve either passing your complaint to the Supervising Partner who has overall responsibility for your matter or to our Client Care Partner. They will review your file and, if necessary, speak to the member of staff who acted for you.
  3. We will invite you to a meeting to discuss and hopefully resolve your complaint. This will be done within 14 working days of sending you the acknowledgement letter.
  4. Within three working days of the meeting, we will write to you to confirm what took place and any solutions that have been agreed with you.
  5. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again within 7 working days and we will arrange for another partner to review the decision.
  7. We will write to you within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can then contact the Legal Ombudsman atP.O. Box 6806, Wolverhampton WV1 9WJ about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, or within three years of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at [email protected]
  9. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristics.  You can raise your concerns with the Solicitors Regulation Authority at http://www.sra.org.uk/consumers/problems/report-solicitor.page

If we have to change any of the time scales above, we will let you know and explain why.

  • In This Section

  • I particularly liked the professionalism of the staff and their friendly and approachable manner.
    Miss J Heys - Oldham
  • North Ainley Solicitors
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    Jonathan Taylor
    Jonathan Taylor
    16:59 01 Feb 20
    We just wanted to thank North Ainley Solicitors again for... all your help. From the initial conversation with Vinesh explaining the process to Cassie answering my many questions and getting us through the line! It’s always a stressful time moving home and we were so happy when you rang with the good news (and we could tell you were too!) and we have collected our keys for our gorgeous new home. We would most definitely recommend North Ainley to anybody moving house! Thanks for a great service.read more
    Maria Wheeldon
    Maria Wheeldon
    14:21 20 Dec 19
    I have just completed my sale and purchase of homes and... would strongly recommend north ainley to others based on the amazing customer experience I received from Cassie Stafford. Cassie made this whole process simple for me. She was attentive, personable, professional and amazing In all she did Thank you cassieread more
    Faz Sal
    Faz Sal
    10:00 18 Nov 19
    We came to North Ainley on 3 recommendations! Wanted to... say a huge thank you to Jill and Sophie in the conveyancing team. They have provided us a brilliant service and have always responded efficiently in a speedy and professional manner to our questions and emails. Jill and Sophie were very professional, caring and helpful at every stage of the process. Jill provided us with her great knowledge and her expert advice along the way and we really appreciated that. I would definitely recommend them as a team and would 100% use their services again! Thanks Jill and Sophie - we are so grateful for your help and genuine approach. Keep up the good work you are a credit to North Ainley! I would have no hesitation in recommending them and will use the company again for any future legal work I might need doing. Thank you :)read more
    Jason Saxon
    Jason Saxon
    14:05 17 Oct 19
    Would really recommend North Ainley. We dealt with Cassie... who was friendly and helpful throughout the whole process. We experienced challenges with our chain and Cassie always kept us up-to-date, re-assured us and did everything to push things along to completion. I would not hesitate to use them again. Thanks Cassie and co.read more
    Claire Wilmot
    Claire Wilmot
    10:03 16 Aug 19
    I have used North Ainley on several occasions for... conveyancing on investment properties and I cannot recommend them enough. Jill Gregory has been brilliant, she's very efficient and responsive to my emails. Jill replies promptly and made things easy by allowing me to do everything by email so I didn't have lots of paper going back and forth. Thank you Jill, and all the other staff behind the scenes, that have handled everything so well. I will continue recommend you to everyone who needs a solicitor! :)read more
    Lisa Wright
    Lisa Wright
    15:05 25 Feb 19
    Cassie was fantastic throughout our sale and would... recommend North Ainley if selling or buying a house.read more
    Lynn Findlater
    Lynn Findlater
    18:55 01 Dec 18
    I have used North Ainley for a number of years. They have... successfully dealt with my parent's wills and more recently the sale of 2 properties. The staff are exceptional and imparticular Cassie who took care of the whole process from start to finish whilst I was overseas. She diligently chased all third parties and kept me informed at all times. I would recommend North Ainley as they have proved themselves time and again over the last 10 years in all of my family's legal affairs.read more
    Idnan Ahmed
    Idnan Ahmed
    12:57 30 Nov 18
    Excellent service. handled my latest commercial purchase... professionally. Would recommend to anyone who is looking for a solicitors who are proffesional and easy to work with. Top service.read more
    Lucy Hoy
    Lucy Hoy
    16:39 27 Nov 18
    Excellent! Very friendly and fantastic communication... throughout. Nothing was to much trouble. Thankyou Vinesh and Cassie. Would definitely recommend.read more
    Anil M
    Anil M
    15:11 04 Nov 18
    Fantastic Solicitors firm. Very professional. Close to... Oldham Town Centre. Answer all your questions and concerns. Keep you upto date at every stage. I have used this firm for many years in buying and selling property. You can not go wrong using North Ainley Solicitors.read more
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