Our Complaints-Handling Policy
We value our relationships with all our clients, and our goal is to provide the highest level of service possible. If we have not met this standard, please tell us about it so we may make any necessary improvements. We aim to deal promptly, fairly, and effectively with any complaint a client may have about any aspect of our service. There is no question of any charge being made for the time taken to resolve a complaint.
If you have a complaint, please inform the partner responsible for supervising your matter. He or she will acknowledge your complaint in writing and make every effort to resolve the issue promptly (and in any event within 21 days, unless we have written to you explaining why the resolution of your complaint will take longer than this).
If your complaint is not resolved to your complete satisfaction by the partner responsible for supervising your matter, please contact our Managing Partner, Richard J. Cohen, who will then investigate your complaint. The Managing Partner may further elevate your complaint to our firm’s Facilitation Committee to coordinate an appropriate response. Our Managing Partner will write to you within 14 days of your contact with him to advise whether the complaint will be referred to our Facilitation Committee. Once the complaint is investigated, he will confirm in writing our final position on your complaint and explain our reasons.
If for any reason we are unable to resolve your complaint to your satisfaction, you may contact the office of the Legal Ombudsman:
- By mail: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
- By telephone from UK: 0300 555 0333
- By telephone from overseas: +44 121 245 3050
- By email: firstname.lastname@example.org
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within a year of that act or omission about which you are complaining occurring.