At Osborne Clarke, our goal is to provide you with a high quality legal service at all times. However, 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 always 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. Making a complaint will not affect how we handle your case.
How do I make a complaint?
Osborne Clarke LLP
In the first instance you should contact the person who is working on your case or, where appropriate, their Supervising Partner, to discuss your concerns and we will do our best to resolve any issues locally.
If your concern has not been satisfactorily resolved by the person working on your case or the Supervising Partner, you can escalate your complaint to our Head of Risk and Compliance by letter or email. Contact details below:
Address: Head of Risk & Compliance, Osborne Clarke, Halo, Counterslip. Bristol, BS1 6AJ UK
Email: Report@osborneclarke.com
All other Osborne Clarke Verein member firms
Complaints should be raised with the person responsible for your work.
How we deal with complaints, including the timetable we follow in order to try to bring about a quick and satisfactory solution to your complaint is set out in the table below.
How will you deal with my complaint?
| Timescale | Action |
| Within 3 days of receipt of your complaint | Complaint acknowledged We will acknowledge your complaint in writing within 3 days. We will endeavour to follow the timetable below. |
| Within 10 days | Stage 1: Local resolution We will try to rectify the complaint immediately if possible. If we feel the complaint is not something that can be dealt with satisfactorily within 10 days, we will escalate it to an Investigating Partner who will be your key contact throughout the complaints process. |
| Within 3 working days of receipt of your escalated complaint | Stage 2: Partner Investigation We will acknowledge your complaint in writing and if necessary the Investigating Partner will ring you or contact you by email to ensure that they understand the basis of the complaint. The Investigating Partner will work in conjunction with our Risk & Compliance team to review and investigate the complaint. |
| Within 5 weeks of acknowledging your complaint | Final Response We will write to you with the outcome of our investigation as soon as possible but in any event before the end of the 5 weeks. If 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. 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 be able to provide our Final Response. |
What if I am not satisfied with the outcome of your investigation?
If you are dissatisfied with the way that we have handled your complaint you may have recourse to an industry body in your jurisdiction. The relevant jurisdiction is determined by which Osborne Clarke entity you have engaged. Details of such bodies can be found on the relevant local regulatory notices pages. The following entities have notice pages:
Your data
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. For further information on how we use your personal data please see our Privacy and confidentiality policy.
Data protection complaints
Whilst we hope that you will not need to, if you want to make a complaint about our use of Personal Data please send an email detailing your complaint to Privacy.UK@osborneclarke.com
