Axial Legal is the business and trading name for a legal consultancy carried on by Axial Legal Limited. Axial Legal Limited is a private limited company registered in England and Wales with company number 12966161 and its registered office at 10 Haddon Road, Chorleywood, Hertfordshire, WD3 5AN, United Kingdom.
Although Axial Legal offers many of the same benefits that a law firm offers, it is not a law firm and is not regulated by the Solicitors Regulation Authority (SRA). However, all individual lawyers are solicitors of England and Wales, and as such are regulated by the SRA.
A copy of the SRA Standards and Regulations is available on the Solicitors Regulation Authority’s website, www.sra.org.uk. This includes the SRA Principles, which embody the key ethical requirements on individuals who are involved in the provision of legal services. If you think we have breached any of the SRA Principles, you can report the matter directly to the Solicitors Regulation Authority (see www.sra.org.uk/consumers/problems/report-solicitor.page).
OUR TERMS OF BUSINESS
Advice is given and services are supplied by Axial Legal on the basis of the firm’s terms of business, which are available to clients by emailing info@axiallegal.co.uk. By instructing Axial Legal, all clients of the firm agree to the firm’s terms of business, subject to any amendments which the firm has expressly agreed.
No liability is accepted or responsibility assumed for advice given or services supplied to persons who are not clients of the firm unless the firm expressly agrees otherwise.
CLIENT COMPLAINTS PROCEDURE
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure here. Making a complaint will not affect how we handle your case and you will not be charged for time spent handling your complaint.
What to do if we cannot resolve your complaint
The Legal Ombudsman (LeO) may be able to help you if we are unable to resolve your complaint ourselves. They will look at complaints independently and accessing LeO will not affect how we handle your case. Most ‘consumer’ clients (as oppose to large businesses) will be able to make use of the LeO scheme however there are restrictions for some larger clients (see below for categorisation). Before accepting a complaint for investigation, LeO will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to LeO:
- Within six months of receiving a final response to your complaint; and
- No more than one year from the date of act/omission; or
- No more than one year from when you should reasonably have known there was cause for complaint.
If you would like more information about LeO, please contact them:
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
LeO will only consider your complaint if, at the time you raised your complaint with Axial Legal, you were:
- an individual;
- a micro-enterprise;
- a charity that had an annual income net of tax of less than £1,000,000 (one million pounds sterling);
- a club, association or organisation whose affairs are managed by its members, a committee or a committee of its members that had an annual income of less than £1,000,000 (one million pounds sterling); or
- a trustee of a trust that had an asset value of less than £1,000,000 (one million pounds sterling).
LeO may also consider complaints made by a personal representative or beneficiary of the estate of an individual who raised a complaint with us before they died.
If your complaint concerns acts or omissions outside England and Wales, LeO may dismiss your complaint if the circumstances do not have sufficient connection with England and Wales.
Please note that LeO are there to deal with concerns about the level of service received. Where there are more serious concerns that a solicitor has been involved in professional misconduct then reports can also be made to the Solicitors Regulation Authority (SRA), the regulator of solicitors. This could be for quite unusual and serious acts of misconduct such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Obviously we do not anticipate any such problems arising and would ask that you notify the matter supervisor straight away if you have any such concerns. You can find out more about the SRA including their contact details on their website: www.sra.org.uk.