Complaints Process

At APS Legal & Associates, we are committed to providing exceptional service to all our clients. We understand that sometimes things may not go as planned, and we value your feedback to help us improve. If you're dissatisfied with any aspect of our service, we want to hear from you and address your concerns promptly and effectively.

Our complaints procedure is designed to be straightforward, fair, and responsive. We aim to resolve issues at the earliest opportunity and learn from any mistakes to enhance our service quality. This guide outlines the steps you can take to raise a complaint, what you can expect from us during the process, and the options available if you're not satisfied with the outcome.

We encourage open communication and assure you that all complaints will be taken seriously, handled confidentially, and investigated thoroughly. Your feedback is invaluable in helping us maintain the high standards of service you deserve and expect from APS Legal & Associates.

1. Initial Contact

If you are not happy with any aspect of service provided by APS, we would encourage you to raise your concerns informally with your APS associate in the first instance to allow them to resolve any issues directly wherever possible.

2. Escalation Process

If your concerns remain unresolved after contacting your associate, or if you wisht o raise a formal complaint, you may escalate it as follows:

Written Complaints

Detail your complaint in writing and send it to:

• Email: l.holding@aps-legal.co.uk
• Post:   

Attn: Libby Holding
APS Legal & Associates
Turbine Business Innovation Centre
Coach Close
Worksop
S81 8AP

Phone Complaints

If you would prefer to speak to someone please call 0845 430 4600 and ask to speak to one of the APS directors.

Note: We are required to make a written record of all complaints. If you call, we will need to record the full details of your complaint and confirm these back to you in writing following the call.

3. APS Investigation

• APS will acknowledge your complaint within 3 working days of receipt.
• We will investigate the circumstances of your complaint and respond in writing within a further 28 days.
  
  

4. Further Escalation

If you are not satisfied with the results of our investigation, you can contact the Institute of Professional Willwriters (IPW). They operate an Alternative Dispute Resolution service called IPWADR.

Important: You MUST raise your complaint with APS before accessing the IPWADR.

IPWADR Contact Details

IPWADR

Trinity Point, New Road

Halesowen, B63 3HY

Website: www.ipw.org.uk/professional/making-a-complaint

5. Additional Rights

These complaints procedures do not prevent you from seeking other means of redress.