At Aldwych Legal Limited, we pride ourselves on providing an exceptional standard of service and client care. Our reputation has been built on professionalism, integrity, and trust, and we are genuinely committed to ensuring that every client feels valued, respected, and supported throughout their matter.
We recognise, however, that on very rare occasions things may not go as expected. If you are unhappy with any aspect of the service you have received, we sincerely apologise. We understand how important your matter is to you, and we take every expression of dissatisfaction seriously. When concerns are raised, our priority is to listen, investigate fully, and resolve the matter promptly and fairly.
We believe that even the most well-run firms can face moments where misunderstandings or errors occur. What defines us is not the mistake itself, but how we put it right.
How to Raise a Concern
If something has gone wrong, we encourage you to contact us as soon as possible. In many instances, concerns can be resolved quickly and informally by speaking directly with the person who has been handling your case. Open communication often clears up any misunderstanding straightaway.
If you would prefer to raise the issue formally, or if the matter cannot be resolved informally, you can contact us by telephone, email, or post. Our details are:
Telephone: 020 4584 2472
Email: info@aldwychlegal.com
Post: Managing Director, Aldwych Legal Limited, 128 City Road, London, EC1V 2NX
We are happy to discuss the matter however you feel most comfortable — by phone, in writing, or via email. What matters most to us is that your concern is heard and addressed.
What We Will Do
Once we receive your complaint, we will acknowledge it within forty-eight hours. We will review the details carefully and assign a senior member of our management team to oversee the investigation. You will be informed who is handling your complaint and how to contact them directly.
We will aim to provide a detailed written response within fourteen days. If the issue is complex or requires further investigation, we will let you know and agree on an updated timeframe — typically within twenty-eight days. You will never be left waiting without communication or clarity.
Our written response will explain our findings, the reasons behind any conclusions reached, and, where appropriate, the steps we propose to resolve or remedy the situation.
We will handle your complaint with absolute confidentiality. Information will only be shared internally with those involved in reviewing or resolving your concern.
Our Approach
We approach every complaint with openness and respect. Our aim is not simply to respond, but to understand what went wrong and why. Every complaint is an opportunity to learn and to refine our systems, communication, and service.
We appreciate that raising a complaint can sometimes feel uncomfortable, particularly in a professional setting. Please be assured that doing so will never affect the way we handle your case or any future matters. Your feedback is invaluable to us — it helps us maintain the high standards that define Aldwych Legal.
In assessing your complaint, we will consider factors such as the complexity of the matter, the availability of key documents or individuals, any third-party information required, and any additional needs you may have in communicating with us. Our goal is always a fair, transparent, and timely resolution.
Timeframe for Making a Complaint
To allow us to investigate effectively, we ask that any complaint be raised within twelve months of the act or omission you are concerned about. Complaints made after this period may be more difficult to review fully, but we will always take exceptional circumstances into account.
After Our Response
If, after receiving our final response, you feel that your concerns remain unresolved, we will provide you with details of any further steps available, including options for independent mediation or referral to the relevant regulatory body.
We hope, however, that through open communication and fair investigation, we will be able to reach a resolution that restores your confidence in our service.
Our Promise
We are deeply committed to maintaining the trust and satisfaction of every client. If you have felt let down in any way, we are truly sorry. Our responsibility is not just to advise, but to care — to ensure that every client feels supported and respected, even when something has gone wrong.
At Aldwych Legal Limited, we take pride in the professionalism of our team and the standards we uphold. When things go wrong, we make them right. That is our promise.
If you wish to discuss a concern, please contact us directly at info@aldwychlegal.com or by telephone on 020 4584 2472.
Because to us, good service isn’t defined by the absence of mistakes — it’s defined by how we put them right.