Complaints procedure for clients

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.