Our Client Complaints Procedure is as follows
Our aim is to handle any complaint fairly, consistently and quickly, in particular ensuring that we understand the nature of your concerns and the redress you are seeking.
How to contact us
By post to
Berkeley Square House, Berkeley Square, London W1J 6BD.
By email to firstname.lastname@example.org
Acknowledging your complaint
We will send an acknowledgement within 5 business days from receipt of your complaint.
Investigating your complaint
Your complaint will be investigated by a senior case handler and overseen by our office
We will be as thorough as possible and aim to resolve your complaint promptly, giving you reasons for our decision.
If we are unable to send you a final response within 4 weeks, we will contact you and explain why.
We will then endeavour to issue our final response within the next 4 weeks.
Informing you of our decision
We will write to you with a full account of our investigation and our decision.
Our final response will include details of your options if you are not happy with the outcome of the Investigation, or we have been unable to reach a decision within the timescales given.
Please note that you are entitled to refer your complaint to the Legal Ombudsman after a period of 8 weeks or after you have received our final response.
PO Box 6804
Tel 0300 555 0333