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Complaints procedure

Our complaints policy

We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman (for cases in the English jurisdiction), the French Mediateur and/or the Ordre des Avocats de Paris (for cases in the French jurisdiction).

What will happen next?

We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Simon Ball, who will review your matter file and speak to the member of staff who acted for you.

Simon Ball will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.

Within three days of the meeting, Simon Ball will write to you to confirm what took place and any solutions he has agreed with you.

If you do not want a meeting or it is not possible, Simon Ball will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. 

At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision.

We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

 If you are still not satisfied, you can then contact:

For cases in the English jurisdiction

The Legal Ombudsman,
PO Box 6806,
Wolverhampton,
WV1 9WJ

about your complaint. 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 six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.

For cases in the French jurisdiction

Under article L 612-1 of the French Code of consumer rights, you have the right to submit your complaint to the mediator for consumers of legal services:

Médiateur de la consommation de la profession d’avocat
Mme Carole Pascarel,
180 Boulevard Haussmann,
75008 Paris,
France

https://mediateur-consommation-avocat.fr

You may also contact the Ordre des Avocats de Paris:

4 Boulevard du Palais CS 80420, 75053 Paris Cedex 01 France

delegationgenerale@avocatparis.org