Complaints Policy

Last updated: 23.4.2026

Aavagard, Aavalynx and Aavahold (together, “Aavagroup”)

Purpose and Scope

Aavagroup 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 Aavagroup personnel, including partners, employees, consultants and contractors.

Regulatory Obligations

Rules 8.2–8.5 of the 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 COCF places identical obligations on firms.

What Is a Complaint

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.

Complaints Procedure

The Complaints Partner at Aavagroup 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.

Possible Outcomes

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.

Legal Ombudsman

If the client is not satisfied, they may refer the matter to the Legal Ombudsman within six months of receiving a final response, or within one year of the act complained about. Contact: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. Email: enquiries@legalombudsman.org.uk. Telephone: +44 121 245 3050.

Exceptions

Aavagroup business needs, local situations, laws and regulations may occasionally call for an exception to this policy or its requirements. If an exception is needed, Aavagroup management will determine an acceptable alternative approach.

Enforcement

Any violation of this policy or any other Aavagroup policy or procedure may result in disciplinary action, up to and including termination of employment or contract. Aavagroup reserves the right to notify the appropriate law enforcement authorities of any unlawful activity and to cooperate in any investigation of such activity. Aavagroup does not consider conduct in violation of this policy to be within an employee’s or contractor’s scope of employment.

Any employee or contractor who is requested to undertake an activity that he or she believes is in violation of this policy must report such activity to Aavagroup as soon as possible.

Responsibility, Review, and Audit

Aavagroup reviews and updates its policies and plans to maintain organisational compliance objectives and meet regulatory requirements at least annually.

This document is maintained by COLP Hanna Roos.

This document was last updated in April 2026.