How concerns are handled.

Raising a concern

If you are unhappy with Aurora Assist, please raise the issue as soon as possible and provide the relevant matter details, the concern, the outcome you want and any supporting documents.

Initial review

We will acknowledge a complaint within a reasonable period and review the file, correspondence, scope of work and any payment or service issue.

Response

We aim to provide a written response explaining our position and any proposed remedy. Remedies may include clarification, correction, further work, partial refund, goodwill credit or no action, depending on the circumstances.

Escalation

Aurora Assist is not an SRA-regulated firm. If a complaint relates to a separately instructed regulated professional or contractor, the complaint may need to be directed to that professional under their own procedure.

Records

Complaint records may be retained for service improvement, legal, accounting and dispute-management purposes.