Last updated: 11.05.2026
Aavagard aims to provide an excellent service to all clients. When something goes
wrong, we need clients to tell us about it, so that we can put it right and learn from
our mistakes. This policy ensures complaints are dealt with promptly, fairly and
free of charge.
This policy applies to all Aavagard personnel, including partners, employees,
consultants and contractors.
Rules 8.2–8.5 of the SRA Code of Conduct for Solicitors (COCS) require that
solicitors establish and maintain a procedure for handling complaints. Clients must
be informed in writing of their right to complain. Where a complaint is not
resolved within eight weeks, the client must be informed of their right to complain
to the Legal Ombudsman. Rule 7.1(c) of the SRA Code of Conduct for Firms (COCF)
places identical obligations on firms.
The Law Society defines a complaint as any expression of dissatisfaction, whether
oral or written, which alleges that the complainant has suffered financial loss,
distress, inconvenience or other detriment.
The Complaints Partner at Aavagard is Hanna Roos. Clients are informed of the
complaints procedure in the Engagement Letter. Any client complaints must be
reported immediately to the Complaints Partner.
All complaints should be acknowledged in writing no later than two working days
of receipt. Within 28 days, a report should be given to the client or a meeting
arranged to discuss resolution.
1. the complaint or part of it being rejected, with an explanation;
2. an acceptance in whole or part and an apology;
3. abatement in whole or part of invoices;
4. making an ex-gratia payment;
5. other action for resolving the complaint;
6. internal review if the client requests this; and
7. referral to the Legal Ombudsman or SRA.
If the client is not satisfied, they may refer the matter to the Legal Ombudsman. A
complaint must normally be brought to the Legal Ombudsman within six months
of receiving the firm’s final response, and within one year of becoming aware of
the problem. Contact details: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH.
Email: enquiries@legalombudsman.org.uk. UK telephone: 0300 555 0333. From
overseas: +44 121 245 3050.
Clients can also report concerns about our conduct to the Solicitors Regulation
Authority (SRA), in particular where the concern relates to a breach of the SRA
Standards and Regulations rather than the standard of service provided. Further
information about how to report a solicitor or firm is available at
https://www.sra.org.uk/consumers/problems/report-solicitor/.
If a complaint relates to how we have handled personal data (for example a data
breach, response to a subject access request, retention of data or data security),
please contact us at dpo@aavalynx.ai and we will respond within 30 days.
