Complaints policy
At AES Lawyers, we are committed to providing a high-quality legal service. If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can address your concerns promptly and effectively.
Raising a concern
In the first instance, we suggest that you raise your concerns with the lawyer responsible for your matter, who will seek to resolve the issue as quickly as possible.
If you would prefer not to do so, you may contact one of the partners directly:
- David Archer – david@aeslawyers.com | +44 (0)7767 685143
- Marie Evrard – marie@aeslawyers.com | +44 (0)7730 318594
- Maisie Sigurdsson – maisie@aeslawyers.com | +44 (0)7789 097531
If your matter is being handled by David Archer, please contact either Marie Evrard or Maisie Sigurdsson.
Formal complaint
If your concern cannot be resolved informally, you may submit a formal complaint by email to: complaints@aeslawyers.com
Please include:
- details of your concern or dissatisfaction
- any outcome you would like us to achieve
- your preferred method of communication
Our complaints process
Upon receiving your complaint, we will:
- acknowledge receipt within 7 days
- carry out an internal review, which may include:
- reviewing your file and relevant documentation
- reviewing our engagement letter and correspondence
- speaking with those involved in your matter
- where appropriate, offer to discuss the matter with you
- provide a written response within 28 days, setting out our findings and proposed resolution
If additional time is required due to the complexity of the matter, we will inform you and agree a revised timeframe where possible.
Further review
If you remain dissatisfied with our response, we will:
- review your complaint again
- provide a further written response within 28 days of your request for reconsideration
Legal Ombudsman
If you are not satisfied with our final response, you may be entitled to refer your complaint to the Legal Ombudsman, which is an independent body established to resolve complaints about legal services.
The Legal Ombudsman’s service is free of charge and is available to individuals and certain small organisations.
You can contact the Legal Ombudsman at:
- Post: PO Box 6806, Wolverhampton, WV1 9WJ
- Email: enquiries@legalombudsman.org.uk
- Telephone: 0300 555 0333
- Website: www.legalombudsman.org.uk
You must usually bring your complaint to the Legal Ombudsman:
- within six months of receiving our final response; and
- no more than six years from the act or omission, or three years from when you should reasonably have known there was cause for complaint
Solicitors Regulation Authority (SRA)
The Legal Ombudsman deals with complaints about service. If you have concerns about professional misconduct (for example dishonesty, misuse of client money or discriminatory behaviour), you may report these directly to the Solicitors Regulation Authority (SRA):
We would, however, encourage you to raise any such concerns with us first so that we can address them promptly.
Review of this policy
We keep this policy under regular review. Any updates will be posted on this page.
Archer, Evrard & Sigurdsson LLP
April 2026
