Last updated: 29 June 2026
1. Purpose of this policy
Aubrey International aims to provide careful, practical and professional support. If something has gone wrong, or if a client is unhappy with the service received, Aubrey International wants to know so the concern can be reviewed properly and, where appropriate, put right.
This policy explains how service concerns and complaints are handled. It applies to complaints about Aubrey International’s own consultancy, administrative, document-management, compliance, drafting, advisory-support and client-support services.
Aubrey International is a consultancy and support practice with a Managing Partner-led team that may include administrative support, legal support staff and authorised consultant professionals. Where work requires reserved legal services, regulated legal advice, rights of audience, formal representation, supervision or jurisdiction-specific input, the relevant professional and regulatory framework will be explained. If a complaint relates to work carried out by a regulated consultant or another authorised professional, that professional’s own complaints process and regulatory arrangements may also apply.
2. What counts as a complaint
A complaint may include a concern about delay, communication, billing clarity, quality of work, professionalism, document handling, confidentiality, instructions, expectations, scope of work or the way a matter has been managed.
Not every disagreement is a complaint. A concern about strategy, outcome, third-party conduct, court or tribunal decisions, public-body delay, opponent behaviour, professional advice given by another adviser or the limits of what Aubrey International can properly do may need to be treated differently. Aubrey International will still try to clarify the issue and explain the position.
3. Raising a complaint
Complaints should be sent by email wherever possible so there is a clear written record.
Email: enquiries@aubreyinternational.com
Postal address:
4th Floor, Silverstream House,
45 Fitzroy Street, Fitzrovia,
London, W1T 6EB
Please include your name, contact details, the matter or service concerned, what happened, why you are unhappy and what outcome you are seeking. If there are relevant documents, emails, invoices or messages, please identify them clearly.
4. Initial acknowledgement
Aubrey International will aim to acknowledge a complaint within five working days of receipt.
If more information is needed to understand the complaint, Aubrey International may ask for clarification before carrying out a substantive review.
5. Review process
The complaint will be reviewed fairly and proportionately. This may include checking the matter record, correspondence, instructions, documents, billing information and any relevant communications.
Where appropriate, the complaint will be reviewed by the Managing Partner or by someone with sufficient seniority and independence from the issue complained about.
Aubrey International will aim to provide a substantive response within 28 days of receiving enough information to review the complaint. If the complaint is complex, involves archived material, requires input from another professional or cannot reasonably be answered within that period, Aubrey International will explain the reason for the delay and provide a revised timescale.
6. Possible outcomes
Depending on the circumstances, the outcome may include an explanation, apology, correction, further work within scope, clarification of advice or support given, adjustment of communication arrangements, billing review, refund or partial refund, goodwill gesture, referral to another professional or confirmation that no further action is appropriate.
Aubrey International will not promise a particular outcome before a complaint has been reviewed.
7. Fees and ongoing work
Raising a complaint does not automatically suspend outstanding invoices, agreed payment obligations or ongoing deadlines. If there is a billing concern, Aubrey International will consider whether any part of the invoice should be paused while the complaint is reviewed.
If the working relationship has broken down, Aubrey International may pause, limit or end further work, subject to any professional, contractual or practical responsibilities that apply.
8. Confidentiality and records
Complaints will be handled confidentially and records will be kept for risk-management, service-improvement, audit, insurance, accounting, dispute-management and legitimate business purposes.
Information provided as part of a complaint will be handled in line with Aubrey International’s Privacy Notice.
9. Complaints involving data protection
If a complaint relates to personal information, privacy, data handling or a data protection right, Aubrey International will consider it under this policy and the Privacy Notice. You may also have the right to complain to the UK Information Commissioner’s Office.
10. External professionals and regulated work
If a complaint concerns a solicitor, barrister, attorney, accountant, tax adviser, regulated representative or other external professional, Aubrey International may ask you to raise the issue directly with that professional or may assist with signposting where appropriate.
Where a regulated professional has their own complaints process, ombudsman route, regulator or professional indemnity arrangements, those arrangements are separate from this policy.
11. Review of this policy
Aubrey International may update this Complaints Policy from time to time. The latest version will be posted on this page.
Questions about this policy can be sent to enquiries@aubreyinternational.com.