Legal
Complaints Procedure
We would always rather know when something has gone wrong. This page explains how to raise a complaint, what we will do about it, and how long it should take.
If your concern is urgent or affects a deadline, say so at the top of your message and we will prioritise it.
1. Who this applies to
Anyone can use this procedure — clients, people applying to work with us, and members of the public. It covers the services we provide, the conduct of our people, and how we have handled your information.
2. Raising a complaint
In most cases the quickest resolution is to speak to the person you normally deal with. If you would rather not, or that has not worked, make a formal complaint by email to info@aurelianltd.com marked "Complaint", or write to us at:
Aurelian Ltd, 82 King Street, Manchester, Greater Manchester, England, M2 4WQ
What to include
- Your name and how best to reach you
- The service or engagement involved
- What happened, and when
- Anyone you have already spoken to about it
- What you would like us to do to put it right
3. What happens next
| Stage | What we do | Timescale |
|---|---|---|
| Acknowledgement | We confirm we have received your complaint and tell you who is handling it. | Within 5 working days |
| Investigation | Someone not directly involved reviews the file, speaks to the people concerned and, where helpful, to you. | Ongoing |
| Response | We write to you with our findings, what we are doing about it and what we are changing. | Within 20 working days |
| Review | If you are not satisfied, a director reviews the complaint afresh. | Within 15 working days of your request |
If a complaint is complex and we need longer, we will tell you why and give you a new date. We will not let a complaint go quiet without an explanation.
4. How we handle it
- Complaints are treated confidentially and shared only with those who need to see them
- Raising a complaint will never affect the standard of service you receive from us
- We keep a record of complaints and review them so the same problem does not recur
- Where we have got something wrong we will say so, put it right, and where appropriate adjust our fees
5. If you are still not satisfied
Complaints about your information
If your complaint is about how we have handled personal data and you are unhappy with our response, you can complain to the Information Commissioner's Office:
- Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
- Helpline: 0303 123 1113
- ico.org.uk/make-a-complaint
Complaints about regulated work
Where a piece of work falls under a professional body's rules, you may be able to take the matter to that body. We will tell you in our response which, if any, applies to your complaint and how to contact them.
Other disputes
Nothing in this procedure affects your legal rights, and you may seek independent legal advice at any stage.
6. Contact
Aurelian Ltd, 82 King Street, Manchester, Greater Manchester, England, M2 4WQ
info@aurelianltd.com