Complaints Procedure

Client feedback and complaints

We are committed to providing an excellent standard of service to our customers.
We value feedback from customers greatly because it helps us to continually improve
our service. If you do not feel that you are receiving excellent customer service,
or that something could be improved, please do tell us about it. If we have fallen
short of the high standards we have set for ourselves then we would like the
opportunity to learn from it and to put things right.

This complaints procedure is published on our web site as stated in our terms of
business provided at the time of engagement. We will also provide this complaints
procedure at the conclusion of your matter, upon request and if a complaint is made
during your matter.

How to give feedback

Wherever possible it would be helpful if you could discuss any feedback or concerns
with the consultant dealing with your matter informally first, as they may be able
to resolve your concerns without the need for a formal complaint.

How to make a formal complaint under this procedure

To enable us to investigate and provide a thorough response to your concerns, we
will need to form a good understanding of the issues. We would welcome hearing from
you by email or by post with a brief explanation of:

• Why you feel dissatisfied with the service you have received.
• How you would prefer to be contacted about your complaint going forward.
• If there is anything in particular that you would like us to do to resolve your complaint.

If you would prefer not to, or would find it difficult to, send written details of
your complaint in this way, please call
01522 712433 to speak to Kevin Hanson so that we can
discuss the best way for you to give us an understanding of your concerns
(for example, by phone or video call).

What happens after I have made a complaint under this policy?

We will:

• Send a written acknowledgement of your complaint within two working days of
  receiving it, including a copy of this complaints procedure, details of who
  will handle your complaint, and the expected timeframe for resolution.
• Investigate your concerns diligently, impartially and fairly. This may include
  reviewing your matter file and related records and discussing the issues with
  the team who have been working on your matter.
• Let you know promptly if we need any further information from you to assist
  our investigation.
• Give you regular updates on the progress of your complaint.
• Write to you to provide a formal Final Response to your complaint setting out
  the conclusion of our investigation and any proposals to rectify or resolve
  the matter.

Although this information is set out in this complaints procedure, at the end of
our complaints process we will remind you of what you can do if you are unhappy
with the outcome, that you may be entitled to refer your complaint to the Legal
Ombudsman and/or IPReg, and how to do so.

We will ask you to let us know whether we have succeeded in resolving your concerns
and, if you accept any proposals made, we will fulfil the proposals promptly.

There is no fee for making a complaint and we will not charge you for investigating
and responding to your concerns.

Your complaint will be investigated and handled independently of your matter.
This means that if your matter is ongoing it will continue to progress as normal
and will not be affected or disadvantaged by the complaints process, assuming no
conflict of interests has arisen and that you continue to comply with the terms of
our engagement as set out in our engagement letter and terms of business. Where
possible, the person investigating your complaint will have had no prior involvement
in your matter.

Do I have to pay my bill if I am complaining?

Our terms of business provide that our invoices remain payable within 14 days
regardless of the investigation of any complaint.

However, please be assured that if the outcome of any complaint investigation
concludes that any adjustment or reduction in costs should be made, any
reimbursement will be paid promptly at that time.

How long will it take?

We will aim to conclude our investigation and provide our Final Response as quickly
as possible. Although we will always aim for sooner, the process may take up to four
weeks from receipt of your complaint.

In exceptional circumstances it may be necessary to extend the timeframe up to a
maximum of eight weeks. If this occurs, we will let you know in writing and will
try to agree any variations with you first.

What might the outcome of my complaint be?

We regret any dissatisfaction which our customers experience and, if our
investigation concludes that our service has fallen below our usual high standards,
we will not hesitate to apologise. We may also make any proposals that we consider
appropriate to resolve or improve your situation. Depending on the circumstances
this may include, for example, an offer of compensation, reduced fees, further
assistance or other proposals. These are only examples and may not be relevant or
appropriate in all cases.

We will also take steps internally to ensure that any problems that you have
experienced will not reoccur.

What if I remain dissatisfied?

If you remain dissatisfied after receiving our Final Response, or in the unlikely
event that you have not received a Final Response within the expected timeframe,
you may have a right to make a complaint to the Legal Ombudsman. Ordinarily a
complaint must be referred to the Legal Ombudsman no later than:

• one year from the act/omission; or
• one year from when the complainant should reasonably have known there was cause for complaint.

To check whether you are eligible to make a complaint to the Legal Ombudsman,
please visit their website:

Legal Ombudsman – Make a complaint
.

Contacting the Legal Ombudsman

You may also be entitled to complain to IPReg if your complaint relates to
professional misconduct rather than level of service or fees. IPReg will normally
expect you to have exhausted this complaints procedure before referring to them.

IPReg investigates complaints independently and accessing the service will not
affect how we handle your case (if ongoing).

Time limits apply to the service, so if you do wish to refer your complaint to
IPReg you should not delay once our own complaints process has concluded.

The general rule is that you must take your complaint to the IPReg within one year
of the date of the act or omission, unless the misconduct has only recently come
your attention.

Contacting IPReg

You can contact IPReg or find further information about who can use their service
and when via the details set out below.