The Mayfair law firm that fights to win.
The Mayfair law firm that fights to win.
Grosvenor Law is committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please raise the problem with the Partner responsible for your matter, or if you prefer our Managing Partner, Daniel Astaire (0203 189 4206; daniel.astaire@grosvenorlaw.com).
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our Managing Partner Daniel Astaire, who will review your matter file and speak to the member of staff who acted for you.
3. Daniel will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter. If you do not want a meeting or it is not possible, Daniel may instead offer you a chance to discuss the matter by telephone.
4. Within three days of the meeting/ telephone conversation Daniel will write to you to confirm what took place and any solutions we has agreed with you.
5. In any case Daniel will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for Dan Morrison the Senior Partner to review the decision.
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. For client who is a consumer (for a client who is a business please see below):
You need to select section 8 as appropriate:
Because you are a consumer rather than a business and if we have exhausted our internal complaint handling procedure we are required by law to notify you of two options which may assist you if you are still not satisfied:
8.1 You can contact:
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint. However, you can use the Legal Ombudsman if the complaint has not been resolved to your satisfaction within eight weeks of being made to the Managing Partner.
For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk. Legal Ombudsman Scheme Rules can be found on their website: www.legalombudsman.org.uk/information-centre/corporate-publications/scheme-rules
Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.
8.2 The following body would be competent to deal with your complaint using what is known as Alternative Dispute Resolution (also known as ADR): Ombudsman Services: www.legalombudsman.org.uk. In the circumstances of this case we [are/are not] prepared to submit your complaint to an alternative dispute resolution procedure operated by that body
8. For a client who is a business:
If you are still not satisfied, you can contact the Legal Ombudsman:
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint however, you can use the Legal Ombudsman if the complaint has not been resolved to your satisfaction within eight weeks of being made to the Managing Partner.
For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk. Legal Ombudsman Scheme Rules can be found on their website: www.legalombudsman.org.uk/information-centre/corporate-publications/scheme-rules/
Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.
9. If we have to change any of the timescales above, we will let you know and explain why.
You have the right to complain to the SRA if you are, for example, concerned that we have been dishonest; shut the firm down without telling you; discriminated against you because of your disability, sex, age or other characteristic; or otherwise breached the SRA’s rules.
The SRA can be contacted