It is our policy to act as efficiently and expeditiously as possible always providing a high quality of service and continuously improving our standards. This document explains the procedure we will follow in order to handle any client complaints we receive in an efficient, competent and professional manner, in line with our terms of business, which apply to this procedure.
If at any time you are concerned about the service or the cost of the service you are receiving, please immediately inform the Partner with overall responsibility for your case in order to attempt to resolve any of your concerns.
In the unlikely that you are not satisfied with their proposal for resolution of your concern, please contact either our Compliance Officer, Konstantin Rzhebaev or Managing Director, David Manasyan, in writing or by telephone on our office number.
You can expect to receive a response to any written communication, within 3 working days, acknowledging your complaint and request any further information, where necessary. We will confirm when we should be in a position to provide a substantive response. In any event, we will aim to conclude our investigations within eight weeks of your complaint being made. However, in exceptional circumstances, we may need more time, if so, we will inform you accordingly.
If we cannot resolve your complaint between us, there is a complaints and redress scheme provided through the Legal Ombudsman, which is available to individuals and some qualifying organisations. More information about the service is available at http://www.legalombudsman.org.uk. You can also contact the Ombudsman on their telephone helpline on 0300 555 0333 or at PO Box 6806, Wolverhampton, WV1 9WJ. Normally, any complaint to the Legal Ombudsman should be made within 6 months of receiving a final written response from us about your complaint. If your complaint relates to an invoice you may also be entitled to apply for an assessment of the invoice by the court under Part III of the Solicitors Act 1974. The Legal Ombudsman may not deal with a complaint about an invoice, if you have applied to the Court for assessment of the bill.
Alternative complaint bodies (such as ProMediate at http://www.promediate.co.uk) exist, which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.