We take our work seriously. We want to resolve your concern or complaint as effectively as possible. Our complaint policy is set out below.<\/p>\n
(1) In this Complaints Handling Procedure the words \u201cwe\u201d, \u201cus\u201d and \u201cour\u201d mean Ashton Legal. Ashton Legal is authorised and regulated by the New Zealand Law Society.<\/p>\n
(2) In the provision of\u00a0our legal services to you,\u00a0we\u00a0are required to:<\/p>\n
(2)(a) Act competently, in a timely way, and in accordance with instructions received and arrangements made.<\/p>\n
(2)(b) Protect and promote your interests and act for you free from compromising influences or loyalties.<\/p>\n
(2)(c) Discuss with you your objectives and how they should best be achieved.<\/p>\n
(2)(d) Give you information about the work to be done, who will do it, and the way the services will be provided.<\/p>\n
(2)(e) Charge you a fee that is fair and reasonable and let you know how and when you will be billed.<\/p>\n
(2)(f) Give you clear information and advice.<\/p>\n
(2)(g) Protect your privacy and ensure appropriate confidentiality.<\/p>\n
(2)(h) Treat you fairly, respectfully and without discrimination.<\/p>\n
(2)(i) Keep you informed about the work being done and advise you when it is completed.<\/p>\n
(2)(j) Let you know how to make a complaint and deal with any complaint promptly and fairly.<\/p>\n
(3) If you are concerned or unhappy with any aspect of\u00a0our service then\u00a0we encourage you to follow the complaints procedure set out in this document.<\/p>\n
(4) If we have to change any of the time frames above, we will let you know and explain why.<\/p>\n
Our\u00a0Complaints Policy<\/u><\/strong><\/p>\n (5) We are committed to providing a high quality legal service to all\u00a0our clients. However,\u00a0we also accept that mistakes, misunderstandings, delays and other errors can occur.<\/p>\n (6) When something goes wrong,\u00a0we need you to tell us about it. This will help\u00a0us to maintain and improve our service to you.<\/p>\n (7) We\u00a0will deal with your complaint in a professional and upfront manner.\u00a0We do not want\u00a0our clients to feel uncomfortable about letting\u00a0us know if anything is bothering them.<\/p>\n (8) We will not charge you for handling your complaint.<\/p>\n How to complain to us<\/u><\/strong><\/p>\n (9) You may choose how you wish to communicate your complaint to us.<\/p>\n (10) Some matters can be easily dealt with by a phone call or even a text message to let\u00a0us know there is an issue about\u00a0our service that you would like to discuss.<\/p>\n (11) If you feel as though the complaint requires additional context, then in you can write to\u00a0us by email or post.<\/p>\n What will happen next?<\/u><\/strong><\/p>\n (12) We will acknowledge receipt of your complaint and enclose a copy of this procedure within 3 working days of receiving your complaint<\/em><\/strong>.<\/p>\n (13) In\u00a0our acknowledgment we will discuss the prospect of dealing with the issue in an informal and upfront manner to get things back on track.<\/p>\n (14) If the issue cannot be dealt with informally, we\u00a0will then investigate your complaint in full.<\/p>\n (15) You will then be invited to\u00a0a meeting in-person or by telephone\u00a0to try to\u00a0resolve your complaint. This will be done within 5 working days of sending you the acknowledgement letter<\/em><\/strong>.<\/p>\n