We are committed to providing a high-quality legal service to all our clients, however, we accept that sometimes that service might fall short of expectations and our professional standards. When something goes wrong, we need you to tell us about it.

If at any time you would like to discuss with us how our service to you could be improved or if you are dissatisfied with the service you are receiving, please let us know by contacting the partner dealing with your matter or Emily Pittman (on +44(0)20.7065.6012 or [email protected]) who is the Firm’s designated complaints officer. This could include a complaint about our bill or the level of our costs. We will look at any complaint carefully and promptly and do all we can to explain the position to you. If we have given you less than satisfactory service, please let us know and we will address your concerns.

If you are not satisfied by our response, you may refer the matter to the Legal Ombudsman established under the Legal Services Act to consider the complaint. The contact details for the Legal Ombudsman are as follows:

• Postal address: PO Box 6167, Slough SL1 0EH
• Telephone: 0300.555.0333
• Email: [email protected]
• Website: www.legalombudsman.org.uk

Normally, you must refer a complaint to the Legal Ombudsman within six months of the date of the written response and 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. The Legal Ombudsman’s service is open to all individuals and very small businesses, charities, clubs and trusts; if in doubt whether you fall into one of those categories, you should contact the Legal Ombudsman.

Solicitors Regulation Authority

The Solicitors Regulation Authority can also help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing money or treating you unfairly because of your age, a disability or another characteristic. You can raise your concerns with the Solicitors Regulation Authority.

Data Protection Complaint

If your complaints pertain to privacy matters or data protection, please visit our Website Privacy Notice for details regarding the personal data subject to protection under applicable data protection laws (“Personal Information”) that we may collect from you when you visit our Website or otherwise interact with our informational or marketing services, electronic communications, or enter into an agreement with us that expressly incorporates the Privacy Notice.

Among other things, the Privacy Notice describes the kinds of Personal Information we collect about you, how we protect that information, and your rights with respect to our collection of such Personal Information. As described in the Privacy Notice, if you are in the UK, you have the right to submit to the Firm a data protection complaint about any aspect of how the Firm processes personal data, including with respect to:

• Personal data breaches affecting you;
• Handling of Data Subject Access Requests (DSARs) or other privacy rights requests;
• Data retention practices;
• Accuracy of personal data held;
• Information security arrangements;
• Profiling or automated decision-making; and
• Any other matter relating to data protection compliance.

If you are unhappy and wish to discuss your concerns around your personal data and/or how it is handled, please contact [email protected] marking your correspondence as “Data Protection Complaint.” Your complaint will be acknowledged within 30 days and resolved as soon as reasonably practical.

If you are dissatisfied with the Firm’s response to your data protection complaint, you have the right to lodge a complaint with the Information Commissioner’s Office (“ICO”), the UK supervisory authority for data protection matters, which can be contacted via its Website: www.ico.org.uk or Telephone: 0303 123 1113. Raising a complaint with the ICO does not affect any other legal rights or remedies you may have.