Taylor Wessing is committed to providing the highest quality service to its clients. If you are not satisfied with any service please follow the complaints procedure detail below for the relevant jurisdiction.
The following terms are defines as follows in the client complaints procedure:
This complaints procedure applies to all services provided to the client by one or more attorneys or notaries or a person working under an attorney’s of notary’s responsibility at Taylor Wessing N.V.
Taylor Wessing N.V. will respond to complaints in accordance with this Complaints procedure.
The purpose of the complaints procedure is to:
The most recent version of the complaints procedure can be viewed on https://www.taylorwessing.com/en/legal/regulatory-information/terms-and-conditions-nv (or for Dutch language: https://www.taylorwessing.com/en/legal/regulatory-information/terms-and-conditions-dutch). Before providing services to a client, the attorney/notary informs the client that Taylor Wessing N.V. has a complaints procedure which applies to the services.
As soon as the applicant discovered or should reasonably have discovered possible grounds for Taylor Wessing’s liability, it will be bound to communicate in writing and properly substantiated by evidence of such claim on Taylor Wessing to Taylor Wessing without delay though in any case within three months, on pain of forfeiture of its claims.
Complaints that have been dealt with but no resolved are submitted to the District Court of ‘s-Hertogenbosch, the Netherlands.
Each claim on Taylor Wessing will lapse one year after the applicant communicated or should have communicated its claim unless such claim has been taken to court.
Every complaint will be passed on the Complaints Officer.
The Complaints Officer informs the attorney/notary who the complaint relates to of the complaint and gives the applicant and the attorney/notary to opportunity to provide an explanation.
The attorney/notary tries to find an solution together with the applicant, before or after the Complaints Officer’s intervention.
The Complaints Officer assesses the complaint within four weeks after he has received the complaint. If this deadline is not met, the Complaints Officer will inform the applicant of this and explain the reason; he will also specify a new deadline for assessing the complaint.
The Complaints Officer sends a letter to the applicant and the attorney/notary setting out his view whether the complaint was justified, and he may make recommendations.
Confidentiality and no handling fee
The Complaints Officer and the attorney/notary who the complaint relates to maintain confidentiality while dealing with the complaint.
The client does not owe any fee for the handling of the complaint.
The Complaints Officer is responsible for the timely resolution of the complaint.
The attorney/notary who the complaint relates to keeps the Complaints Officer informed of his/hers contact with the applicant and of any possible solution.
The Complaints Officer keeps the applicant informed of the handling of the complaint.
The Complaints Officer keeps the complaint file up to date.
The Complaints Officer files the complaint, specifying the subject matter.
The Complaints Officer periodically reports on how the complaints have been handled and makes recommendations for preventing new complaints and improving procedures.
Taylor Wessing LLP is committed to providing the highest quality service to its clients. If you are not satisfied with any service, or have a complaint, then please raise the concern either with the person at Taylor Wessing LLP responsible for supervising the relevant matter, the person with whom you usually deal, with our senior partner, Dominic FitzPatrick or with our Director of Risk, Marianne Robson.
We operate a complaints procedure to help resolve any problems promptly and fairly. If you have a complaint about our service please contact one of the people listed above and we will acknowledge your complaint within four working days and if necessary set out our understanding of your complaint and ask you to confirm that it is correct. We may also ask for further relevant information.
In the first instance we will try to ensure your concerns are resolved between you and the partner responsible for your matter. Where no resolution is reached within seven working days, we will let you know the name of the person who will handle your complaint. We will undertake an investigation using the information you have provided as well as the comments of those who have been involved in the subject matter of your complaint. We will examine those comments in light of the information you have provided and we may ask those involved, or you, for further information. We envisage this process should take no more than 20 working days after our acknowledgement letter, but will advise you if those timescales change.
If you and/or we consider a meeting would be useful to help resolve your complaint we will discuss this with you. If we agree to a meeting we will arrange for it to be held at our offices at a time convenient to all who need to attend. The purpose of this meeting will be to resolve your complaint.
If the meeting takes place and your complaint is resolved, we will confirm this in writing within three working days of the meeting. If the complaint is not resolved to your satisfaction we will confirm in writing the material points discussed at the meeting within three working days of the meeting. If no meeting takes place, either because it is not necessary or it was not possible to arrange, the person dealing with your complaint will send you a detailed written reply to your complaint within 5 working days of the completion of our investigation, including any proposals for resolving the complaint.
If the problem cannot be resolved using this procedure you may be able to apply to the court for an assessment of the invoice under Part III Solicitors Act 1974 and/ or refer your complaint to the Legal Ombudsman, which operates a complaints and redress scheme. For further information about the Legal Ombudsman scheme, including whether you are eligible and the applicable time limits, you should contact 0300 555 0333 or visit their website.
The Solicitors Regulation Authority (SRA) can help you if you think a solicitor might have breached the Code of Conduct or SRA Principles. Reports can be made through the SRA website. Visit the SRA for further information.
Taylor Wessing LLP is authorised and regulated by the Solicitors Regulation Authority (the SRA) under number 463016.