Dealing with Problems and Issues
We take complaints very seriously. If you experience any problems with the service provided by our firm, or with the way we have handled any matter, whether or not you are a client, we are committed to resolving them quickly and fairly.

If at any point you feel unhappy or concerned about our service, please inform us immediately so that we can work to resolve the problem. In the first instance, it may be helpful to contact the person working on your case to discuss your concerns, and we will do our best to resolve any issues. Making a complaint will not affect how we handle your case.

The relationship with your lawyer is built on trust and openness. You should be able to discuss any issues with your lawyer so that any concerns can be addressed at an early stage. If, for any reason, you are not comfortable speaking to your lawyer directly, you may contact our Complaints Partner, David Sykes, or another partner if your lawyer is the complaints handler.

How Do I Make a Complaint?

We prefer that substantial or complex complaints are submitted in writing. However, if you are unable to do so, you may outline your complaint over the phone, by video call or in a meeting, and we will record the details for your review. This document will then form the basis of your complaint.

Who Do I Complain To?
Where possible, complaints are resolved by the partner responsible for your case. Please refer to the “Client Care” letter sent to you at the start of your case, which names the person to whom you should address your complaint. If your case is handled by a solicitor who is not a partner, your complaint should be directed to the partner overseeing your case, as named in the letter. If you are uncertain whom to address, please contact our admin team for clarification.

The person handling your complaint will notify the Complaints Partner to record it in our complaints file and monitor its progress.

If you are not satisfied with the response provided by the department handling your case, or if you have a complaint about a non-solicitor staff member, please contact the Complaints Partner directly.

Contact Information:
Averta Employment Lawyers
1, The Courtyard, 707 Warwick Road, Solihull B91 3DA
Tel: 0300 303 3570
Email: enquiries@averta.com

What Will Happen Next?
We will acknowledge receipt of your complaint within three days, enclosing a copy of this procedure.
The Complaints Partner will investigate your complaint, which generally involves reviewing your case file and speaking with staff involved in your matter. Within 21 days of our acknowledgment, the Complaints Partner will send you a written response with their findings. If the complaint is complex and requires additional time, we will inform you and provide a revised timeline.
If you are not satisfied with the Complaints Partner’s response, or if we do not resolve your complaint satisfactorily within eight weeks, you may contact the Legal Ombudsman or the Solicitors Regulation Authority (SRA).

Complaints About Invoices
If you have questions about an invoice, please first raise them with the relevant fee earner or, if appropriate, with the director or supervising partner. If we cannot resolve the issue to your satisfaction, you may submit a formal complaint to the Complaints Partner. You also have the option to contact the Legal Ombudsman or, in some circumstances, apply to the Court for an assessment of the invoice under Part III of the Solicitors Act 1974.

If We Cannot Resolve Your Complaint
If we are unable to resolve your complaint, you can seek independent help from the Legal Ombudsman. This will not affect how we handle your case. Before accepting a complaint, the Legal Ombudsman will confirm that you have attempted to resolve it with us first.

To escalate your complaint to the Legal Ombudsman:
Do so within six months of our final response, and no more than one year from the date of the act or omission being complained about, or from when you should have reasonably known there was cause for complaint.

Contact the Legal Ombudsman
PO Box 6167, Slough, SL1 0EH
Tel: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Visit the Legal Ombudsman website

Concerns About Our Conduct

The Solicitors Regulation Authority (SRA) can assist if you have concerns about our conduct, including issues such as dishonesty, mishandling or loss of your funds, or unfair treatment based on age, disability, or other protected characteristics.

For more information on reporting a concern, please visit the SRA website: SRA Consumer Problems