Complaints Procedure
Authority Acumen Business Law Complaints Procedure 

We are committed to providing an award winning, high quality service to each and every one of our clients. In the event that something does go wrong, we need you to tell us about it. This is so we can deal with your concern and constantly improve our standards. 

Our Complaints Procedure 

To enable us to consider and study any complaint you may have in a serious manner as we would like to, please send us a letter setting out the nature of the complaint, how and why it arose, what were the issues and/or the problems, how was it handled and include all other relevant information and documents that could help in assessing the complaint (the “complaint”). The complaint letter can be sent by post to our address below, or as an attachment to an email addressed directly to one of our company Board members: 

Andrew Hiesley 
Penina Shepherd 
Chris Boakes 
Tom Creed 
Daniel Richards 

What will happen next? 

1. We will send you a letter or email acknowledging your complaint and we may request further details from you. We will also let you know the name of the person who will be dealing with the complaint (“your complaint officer”). You can expect to receive our letter or email confirmation within 10 working days of us receiving your complaint. 

2. We will record and open a separate file for your complaint. 

3. Your complaint officer will: 
  • obtain the relevant file and start to investigate your complaint 
  • ask the member of staff who acted for you to report to her. 
  • contact you, with a response. 
Our aim is to complete all the steps above within a period of 30 working days from the date when we receive your complaint. 

4. If for any reason we have to change any of the timescales above, we will contact you and explain why. 

5. If the reply (and the proposed action if any) is not satisfactory to you please let your complaint officer know in writing and then your complaint officer will invite you to a meeting. The purpose of the meeting is to discuss the reason the reply (and the proposed action if any) is not satisfactory to you and hopefully resolve your complaint. We aim to do this within five working days

6. At this stage, if you are still not satisfied you are invited to contact us again, in writing setting out your reasons. We will then arrange to review our decision. 

Further Action 

If, at the conclusion of this procedure, you are still not satisfied, then you can contact the Legal Ombudsman and request them to investigate the matter further. Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final decision on your complaint. 

The Legal Ombudsman can be contacted:
  • By post at Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ By 
  • telephone on 0300 555 0333 
  • By email at 
Via the website at 

Alternative complaints bodies (such as ProMediate, see exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. 

If you wish to use Promediate, please inform us in writing within 14 days of our final decision on your complaint. We will consider whether we wish to agree to use Promediate and will inform you of our decision within 14 days of your written request to use Promediate.

For all your personal legal needs visit our sister firm Acumen People

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What our clients say
"...we have used Acumen Business Law several times, not once have they failed to deliver the right result. Highly recommended."
Kevin Byrne | Checkatrade
"Its refreshing to have a new law firm on the scene which is challenging the more formal companies. I found Acumen very friendly, professional and thorough in my first dealings with them."
Nigel Pamplin | Prime Education
"...Acumen has proven to be an essential and trusted partner for the last 4 years. Through their advice, assistance and top quality work has consistently delivered excellent ROI..."
Robin Scott | Makemedia
"Tegen Ltd has used Penina’s services for a number of our businesses legal requirements. We thoroughly recommend the services and advice that she and her team provide."
Richard Smith | Tegen Ltd
"I have had need of Josh's and Acumen's services over the past couple of years, but fortunately I couldn't be in better hands. I couldn't give a stronger recommendation."
Jonathan Glendenning | Summer Rain Films Ltd
"I have used ACUMEN BUSINESS LAW on many occasions since switching to them. They’re a real breath of fresh air and they get the job done. I just wish I had come across them beforehand."
Joakim Roth | Light Foot LED
"We have used ACUMEN BUSINESS LAW and have been absolutely delighted with the level of understanding of our business that they have..."
Jon Clayson | Hunters Letting Limited

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