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 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 to discuss your concerns and we will do our best to resolve any issues.
If your concern has not been satisfactorily resolved by the person working on your case or the Supervising Partner, you can make a formal complaint by letter or email. Contact details below:
Address: Risk & Compliance Manager, Osborne Clarke, Halo, Counterslip. Bristol, BS1 6AJ
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?
On receipt of the complaint
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 an Investigating Partner who will be your key contact throughout the complaints process. We will endeavour to follow the timetable below.
Within 3 working days of receipt 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. 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 complete it.
If you are unhappy with our response, please write to the Managing Partner within 5 working days of receiving our decision letter. Contact details will be included in this response.
Within 3 working days of receipt of your appeal letter
We will acknowledge your appeal.
Within 2 weeks of acknowledging your appeal
The Managing Partner will respond to you with reasons for their decision.
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:
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.