Compliance/ Regulatory/ Complaints

Legal Notices and Information

AVRillo is a trading name of AVRillo LLP. Accordingly references in the Legal Notices and elsewhere on this website to “AVRillo” mean A V Rillo LLP.

AVRillo LLP is a limited liability partnership registered in England and Wales with registered number: OC328134. Its registered office is:

257 Green Lanes,
N13 4XE

AVRillo LLP is registered for VAT purposes with VAT registration number GB 706444054.

AVRillo LLP is regulated by the Council for Licensed Conveyancers under the Practice Licence number: 3421.

The registered Partners are:

  • Antonino Piccirillo. Solicitor. Solicitor of the Supreme Court of England & Wales, Regulated by the SRA, ID No. 154187.
  • Angelo Piccirillo. Solicitor of the Supreme Court of England & Wales, Regulated by the SRA, ID No; 143982.
  • Josephine Piccirillo.
  • Rossana Piccirillo.

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The information on this site is for general information purposes only and does not claim to be comprehensive or provide legal or other advice.  Articles and other publications on this site are current as of their date of publication and do not necessarily reflect the present law or regulations.  AVRillo accepts no responsibility for loss which may arise from accessing or reliance on information contained in this site.  AVRillo is not responsible for the content of external internet sites that link to this site or which are linked from it.

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Cookies Policy

What is a Cookie?

Our website uses cookies.  Cookies are text files containing small amounts of information which are downloaded to your device when you visit a website.  Cookies are then sent back to the originating website on each subsequent visit, or to another website that recognises that cookie.  Cookies are useful because they allow a website to recognise a user’s device.  You can find more information about cookies at and

Types of Cookies Used on This Site

Strictly Necessary Cookies

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Performance Cookies

Some of the cookies on our website collect information about how visitors use the website, for instance which pages visitors go to most often, and if they get error messages from web pages.  These cookies don’t collect information that identifies a visitor. All information these cookies collect is aggregated and therefore anonymous.  It is only used to improve how our website works.

Functionality Cookies

These cookies allow our website to remember choices you make and provide enhanced, more personal features.  For example, we use cookies on the online seminar registration and online publication order forms so that if you wish to complete another form on this website you do not have to re-enter all your details.  You have the option on these forms for your details to be saved when you close your internet browser so that you do not have to enter them again to register for another seminar or publication in the future.

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Our website also allows third parties to download cookies to your device.  For example, cookies from are used to allow you to send a page from our website to your social media account such as Facebook or Twitter.  Cookies from Google and YouTube are also used. The YouTube cookie is set on pages that contain YouTube videos.  These third party cookies are not under our control. For further information about their use see and

By using our website, you agree that we can place these types of cookies on your device.

Our Complaints Policy/Procedure

AVRillo is committed to providing a high-quality legal service to all our clients, and whilst we aim to provide the highest standards of service, we recognise that, as with any other service provider, misunderstandings can sometimes arise. If you have a complaint, please notify us immediately. Rest assured, we won’t get offended, and it will not compromise your case but may help progress it. We prefer to know about any issues as soon as possible, as it will help to better resolve them. The longer you take to make a complaint, the harder it becomes for us to resolve this to your satisfaction.  

AVRillo is a legal firm regulated by the CLC – Council of Licenced Conveyancers.  As such we follow the Licenced Conveyancers code and also cooperate fully with the Legal Ombudsman if appointed. We will comply with Outcome Focused procedure in respect of complaints. That means we investigate your complaint and deal with the required steps if the service we provided is not expected of a reasonable conveyancer and/or a reasonable conveyancing firm, and we will provide appropriate redress steps.

We will treat complaints seriously and provide appropriate options, and we aim to deal with your complaint to your satisfaction, but if not, you have a right to make a complaint to the Legal Ombudsman. 

However, before the Legal Ombudsman will accept a complaint for investigation they will check with you that that you have tried to resolve your complaint with us first. 

The complaint procedure below describes the stages and processes to follow before the Ombudsman accepts your complaint.  Note. Please take the contents of this document as the document setting our complaint procedure.

How do you notify us of your complaint?

Notify your conveyancer by email and send a copy of your complaint to our Compliance Office for Legal Practice (“COLP”), Mr A V Piccirillo  

In writing: Please set out your complaint in writing so a record is kept of the evidence and information you submit in support of your complaint so your complaint can be more accurately investigated, and a written and transparent record kept for future consideration, including for the Ombudsman if the complaint is not settled to your satisfaction and the matter proceeds for their adjudication. 

Note. We comply with equality legislation and make reasonable adjustments to prevent persons with vulnerabilities or disabilities from being placed at a substantial disadvantage, meaning we may be able to adjust the in-writing need, but only as a last resort because not being in writing does not allow for as accurate and contemporaneous historical recording of the complaint process.   


Below are the complaint procedure and timescales for dealing with the complaint. 

Note. All days are referred to as ‘working days’.  They exclude a Saturday or a Sunday and bank holidays. They will start from the working day following receipt of correspondence (letter or email). So e.g. if a correspondence is received on Monday afternoon, 1st May, the working days time frame commences on Tuesday 2nd May, and 3 working days means the expiry of the 3rd working day will be by Thursday 4th May.  

We aim to provide you with an initial outcome following the end of the investigation within 28 working days unless time is extended for any delay in you providing any further clarification, information or evidence to allow the investigation actually to commence and for any delay or forwarding the same during the investigation.  

Timeframes and Stages.

Stage 1: Within 2 to 3 working days following receipt of your complaint.

We aim to contact you within 2 to 3  working days following receipt of your complaint to acknowledge receipt. 

Stage 2: Within 4 to 7 working days following the end of stage 1. 

During this period, a senior member of staff (who may or may not be the final investigating officer) will read your complaint and write to you with:


2.1 A request as part of our ‘information, clarification and evidence gathering stage’. 

This will be requested if more information, clarification and evidence is required from you for a considered investigation of your complaint.  This means that clarification, information or evidence will be needed before the investigation can actually commence to give a fair and impartial decision based on evidence; after the investigation is concluded, evidence is provided in full to allow that investigation to be concluded. If the clarification, information or evidence provided is still insufficient to carry out a full investigation, then for due diligence to ensure you have a detailed consideration of your complaint, we will raise further requests for clarification, information or evidence until your replies are fully set out sufficient clarification, information or evidence to move onto the investigation. 

Therefore, until the said information, clarification and evidence are returned by you, the timescales of the said  4 to 7 days, as referred to in this stage, will be suspended (frozen). That time frame will start again when all the information, clarification and evidence is provided in full to allow the investigation to commence.

Note.  “Information, clarification and evidence” stage 

As part of the information, clarification and evidence stage, we will send your comments to the person you have complained about. This will ensure transparency and allow us to gather their comments on your complaint and their version of the events. We may send it to you and ask you to reply to those comments. These will be sent to them, and the same cycle will repeated until we have a set of agreed versions or disputed events. This will then conclude this “information, clarification and evidence” stage, following which the investigation will formally commence and the investigator appointed.  During this period, one of the partners or another senior member may assist in the information, clarification and evidence stage needed before an investigator is appointed. 


2.2 The name of the investigator appointed to investigate your complaint will be set out to you if we feel there is no need for further information, clarification and evidence as in 2.1.

Note. The “Investigator” we appoint will be a senior member of staff to review your complaint (“the investigator”). The reason why this investigator is only appointed at conclusion of information, clarification and evidence stage, is because we will appoint the investigator available at that time. If appointed earlier, that earlier person may not be subsequently available. Furthermore, these times may be extended if the investigator is subsequently indisposed, e.g., sick or out of office. If that person is indisposed by more than a 7 working days delay, you can wait or ask for another investigator to be appointed but allow them a reasonable time to come up to speed with the investigation within 7 days unless complexities or other circumstances reasonably warrant more. 

Stage 3. Within 3 working days following the conclusion of stage 2, the investigator will review your complaint, and they will request a full report for the conveyancer that acted for you.

Stage 4•: Within 5 working days following the conclusion of stage 3, the acting conveyancer or person you have complained about, if different, will provide the necessary information to the investigator.

Stage 5. Within 7 working days following the conclusion of stage 4, the investigator will review the report provided by the conveyancer and provide an outcome response to you of their investigation. They will, if appropriate, possible suggestions for resolving the matter.

What to do after the conclusion of stage 5.  

Within 7 working days following conclusion of stage 5, receipt of those suggestions, you wish to comment or accept the outcome report, please write to the investigator. 

Note: Timescales. Occasionally, depending on the complexity of the matter, we may request an extension to the timescales quoted above. But we will notify you in writing if that is the case. 

What if I am still not satisfied with the outcome?

If you are dissatisfied with our handling of the complaint and would like us to review how we have dealt with it, In that case, we offer you the right to request that a Partner (or a different Partner, in the event the original complaint was investigated by a Partner) be asked to review the response to your complaint. 

A Partner (or a different Partner) will be appointed to conduct a review within 5 working days of your request. The appointed Partner will then have 15 working days to investigate and provide a complete response to you, including an explanation of the reasons behind their decision.

Occasionally, depending on the complexity of the matter, we may request an extension to the timescales quoted above. But we will notify you in writing if that is the case. 

If, following the review by a Partner, you are still not content with our response, you can refer the matter either to the Legal Ombudsman or the Council for Licensed Conveyancers, depending on the nature of your complaint (please see below). 

Who is the Legal Ombudsmen, and what do they do?

The Legal Ombudsman was established to help resolve disputes between consumers and legal service providers.


The Legal Ombudsman deals with complaints about poor service, some examples of which would be:

•      Delays;

•      Failure to advise you of significant issues;

•      Not responding to e-mails, letters or calls;

•      Giving unclear advice;

•      Charging an amount you are not happy with;

•      Not doing work within the timescale; it should have been done. 


Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. 


If you have, then you must take your complaint to the Legal Ombudsman:

•      No more than one year from the date of the act or omission being complained about or

•      No more than one year from the date when you should have realised that there was cause for complaint;

        And Within six months of receiving a final response to your complaint.


The Legal Ombudsman can be contacted as follows: 


Call 0300 555 0333 between 10 am to 4 pm.

Relay UK: 18001 0300 555 0333


Legal Ombudsman PO BOX 6167, Slough, SL1 0EH


Who is the Council for Licensed Conveyancers (“CLC), and what does it do?

The CLC regulate specialist conveyancing and probate lawyers to protect consumers. The CLC will NOT consider complaints about poor service. They will, however, consider complaints about a lawyer’s honesty or ethics, which may breach their code of conduct. Examples of this will include:

•      Losing your money;

•      Acting dishonestly in giving you advice;

•      Continuing to act for you when your interests conflict with those of your conveyancer or another client;

•      Discriminating against you.


A complaint can be made using this form: 


The CLC can be contacted as follows:


Tel: 020 3859 0904


Postal address:

Council for Licensed Conveyancers


120 Moorgate

London EC2M 6UR


Do I have any other options?

Yes, you can also refer your complaint to an Alternative Dispute Resolution (“ADR”) body under the Alternative dispute resolution directive. You can ask them to mediate and try to resolve the complaint if our internal complaint procedure does not resolve it. 

Alternative complaints bodies include one of the following: Ombudsman Services, ProMediate, and ADR Group, which are competent to deal with complaints about legal services should both you and AVRillo wish to use such a scheme. 

For example, you can address your complaint about ADR mediation to ProMediate Legal Complaints Service. They are competent in dealing with complaints against legal services providers and can be used if you and AVRillo agree to that scheme. 

Their website is

You write to us to confirm whether you agree to use ProMediate or not agree to use ProMediate. Their contact details are: 

0203 621 3908 OR 

0782 796 1764 OR


You can also contact other ADR groups and review their website for similar information