Complaints Procedure
1. Our complaints policy
AY STRATEGY UK LEGAL CONSULTING LTD is committed to providing a high standard of professional service to all clients. If at any stage you are dissatisfied with any aspect of our service, or with the way in which your matter has been handled, we ask that you tell us promptly. This gives us the opportunity to investigate your concerns properly, address the issue where appropriate, and improve our standards going forward.
We take complaints seriously and aim to deal with them fairly, professionally, confidentially, and as promptly as reasonably possible.
2. How to Make a Complaint
AY STRATEGY UK LEGAL CONSULTING LTD
Please set out your complaint as clearly as possible, including:
- your full name and contact details;
- the matter or reference concerned;
- the reason for your dissatisfaction; and
- any documents or correspondence you would like us to consider.
3. What will happen next?
Acknowledgment of Complaint
We will acknowledge receipt of your complaint in writing and, where necessary, ask you to confirm or clarify the details. We will also let you know who will be handling the complaint. We aim to send this acknowledgment within 5 working days of receiving your complaint.
Internal Record
We will record your complaint internally and open an internal complaint review file or record, as appropriate.
Initial review
We will review the complaint, consider the relevant file, correspondence, and background, and assess whether any further information is needed from you in order to investigate the matter properly.
Investigation
We will investigate your complaint promptly and as fairly as possible. The time required will depend on the nature, seriousness, and complexity of the issues raised. In straightforward cases, we would usually expect to provide a substantive response within 5 to 10 working days following acknowledgment or receipt of any clarification requested. If the matter is likely to take longer, we will let you know.
Meeting or written response
Where appropriate, we may invite you to discuss your complaint with a view to resolving the matter efficiently and constructively. If a meeting takes place, we will confirm in writing what was discussed and any outcome reached. If a meeting is not appropriate or not possible, we will provide you with a detailed written response setting out our conclusions and, where applicable, any proposed resolution.
Further internal review
If you remain dissatisfied following our substantive response, you may write to us again and request a further review. We may consider: a review by someone not previously involved; referral for external independent review or mediation; or any other step we consider fair and proportionate. If a further review is undertaken, we will inform you of the outcome in writing and explain our reasoning.
4. Legal ombudsman
Legal Ombudsman
Important: A complaint to the Legal Ombudsman must usually be made within 6 months of our final written response to your complaint.
5. Regulatory complaints
Solicitors Regulation Authority
6. Our approach
Last updated: 29 March 2026