Complaints

 

How to make a complaint

Our commitment to clients

We aim to ensure that
  • Making a complaint is as easy as possible
  • We treat your complaint seriously
  • We deal with your complaint promptly and in confidence
  • We learn from complaints and use them to review and improve our standards of client care.

What is a complaint?

A complaint is when you tell us you are not happy about the services we provide. It can be about anything and could include
  • When we do not deliver a service on time
  • When we give you wrong information
  • When you receive a poor quality service
  • When you have a problem with a member of our staff

How to make a complaint

If you wish to make a complaint you can contact our Chief Operating Officer in any of the ways listed below.
By email:           to clientcare@aohall.com
In writing:          to our Chief Operating Officer at:
AO Hall Legal Specialists
12 - 14 New Street
St Peter Port
Guernsey
GY1 2PF
 
By phone:          to our Chief Operating Officer on (44) 01481 723723
By fax:               to our Chief Operating Officer on (44) 01481 723023
  

How we handle your complaint

We will acknowledge receipt of your complaint within 3 working days.
We will then investigate your complaint. This will normally involve the Chief Operating Officer reviewing your file and speaking to the member(s) of staff who acted for you.
The Chief Operating Officer will then invite you to a meeting to discuss, and hopefully resolve, your complaint. 
If you do not want a meeting, or it is not convenient to arrange a meeting within a reasonable timescale, the Chief Operating Offiicer will send you a detailed written response to your complaint, including our suggestions for resolving the matter.
We will aim to issue a response within 21 working days of receiving your complaint. If there is a delay in responding we will keep you informed of progress.
If you are unhappy with our response you may wish to take independent legal advice. If you are complaining about professional misconduct by an advocate, you can contact the Bâtonnier of the Guernsey Bar whose details are:
Advocate John Greenfield
Bâtonnier
Carey Olsen
Les Banques
St Peter Port
Guernsey
GY1 4BZ
 
Tel: (44) 01481 727272, Fax: (44) 01481 711052
 

Comments

We are always happy to receive comments on our service to clients. If you have any comments on our service, please contact us in any of the ways mentioned above. Alternatively you can email us from the “Contact us” section of our website.