Complaints Handling Policy

1. We are committed to providing a high-quality legal service.

2. We acknowledge that we may not always get it right. If something has gone wrong, including in relation to our charges, we would like you to tell us. Please inform us immediately so that we can do our best to resolve the problem for you. This will help us to improve our standards of service.

3. How do I make a complaint?

3.1. You can contact us in writing (by email or letter) or by telephone.

3.2. Please contact our manager with responsibility for complaints. Contact details are: Karen Arndt, 10 Fitzroy Square, London, W1T 5HP or by telephone +44(20) 39510212 or by email : Karen@whatwouldajudgesay.com.

3.3. To help us to understand your complaint, and in order that we do not miss anything, please tell us:

• • Your full name and contact details.
  • Details of your complaint.
  • How you would like your complaint to be resolved; and
  • Your file reference number (if you have it).

3.4. If you require any help in making your complaint, we will endeavour to help you.

4. How will you deal with my complaint?

4.1. We will write to you within two working days acknowledging your complaint, enclosing a copy of this policy.

4.2. We will investigate your complaint. This will usually involve:

4.2.1. reviewing your complaint;

4.2.2. reviewing your file(s) and other relevant documents; and

4.2.3. liaising with the person who dealt with your matter (where this is not the complaints handler).

4.3. We may also ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

4.4. We will update you on the progress of your complaint at appropriate times.

4.5. We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish or if you are unable to. We will be happy to discuss the matter with you by telephone or video conference.

4.6. We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.

5. What will it cost?

5.1. We will not charge you for handling the complaint.