Introduction

We at Osborne Clarke aim to provide you with a high quality, complaints-free legal service at all times. Sometimes a complaint will be made and when this happens we believe it is crucial that the complaint is handled responsibly and with courtesy. It is our priority to preserve your goodwill, particularly if things have gone wrong.

We will treat your complaint with the utmost seriousness. Our policy is to listen carefully to you and involve you fully in the process of resolving the complaint.

If you are unhappy about the outcome of the investigation into your complaint, you have a right of appeal to our Managing Partner who will review the complaint in its entirety.

Who will handle your complaint?

We aim to have one contact for you to talk through your complaint and to remain your key contact throughout the complaints procedure. Any complaint received by a secretary or solicitor will be referred to an Investigating Partner.

Your complaint

We will keep a record of your complaint both so that we can monitor the situation and, if appropriate, learn how our service can be improved in future.

Remedies

If, upon investigation, we believe your complaint is justified, we will endeavour to offer a fair solution or compensation.

If we do not feel that your complaint is justified, we will let you know why.

Appeal

If you are unhappy with our decision you should write to our Managing Partner, within 5 working days of receiving our decision letter. He will review the decision and respond to you within 2 weeks of receiving your letter.

Timetable

The timetable we will follow in order to bring about a quick and satisfactory solution to your complaint is set out in the table below.

 

Timescale                                                                   Action   
Complaining: When your complaint is made We will rectify the complaint immediately if possible.
If we feel the complaint is not something that can be dealt with immediately, we will escalate it to a named Partner. If this is the case, we will endeavour to follow the timetable below.
Within 3 working days of your complaint We will acknowledge your complaint in writing and the Investigating Partner will ring you or contact you by email to ensure that they understand the basis of the complaint.
Within 3 weeks of acknowledging your complaint We will write to you with the outcome of our investigation and offer a remedy if the complaint has been found to be justified.
In some circumstances it may not be possible to complete the investigation within the time stated. If this is the case we will let you know in writing when we hope to complete it.
Appealing: Within 5 working days of receiving our written response to your complaint confirming the outcome of our investigation Please write to the Managing Partner if you are not happy with our response.
Within 3 working days of receipt We will acknowledge your appeal.
Within 2 weeks The Managing Partner will respond to you with reasons for his decision.

 

If you are dissatisfied with the way that we have handled your complaint you may have recourse to an industry body in your jurisdiction. Details of such bodies can be found on the relevant local regulatory notices page here.