Complaints procedure

We are committed to providing a high-quality legal service to all our clients. When
something goes wrong, we need you to tell us about it.

Should you have any concerns about our work for you, please raise them initially with
the member of staff who has conduct of your matter as they are best placed to provide
you with specific information on the file. If this does not resolve your concerns to your
satisfaction, please raise the issue with the Team Manager responsible for the
supervision of your lawyer.

If after raising the matter with the Team Manager your complaint has not been resolved
to your satisfaction, please contact us in writing with the details to the following
address:

Compliance Director
Leadenhall Law Group
4 Eastcheap
London
EC3M 1AE

We have eight weeks to consider your complaint but do try to deal with complaints
sooner than this.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three
working days of receiving it, enclosing a copy of this procedure. We will also
record your complaint in our central register.

2. We will then investigate your complaint. This will normally involve passing your
complaint to either our Director of Compliance & Operations or our Director of
Property. They will review your matter and speak to the member of staff who
acted for you in order to provide you with a comprehensive response.

3. The assessment of the complaint will be based upon a sufficient and fair
investigation. We will provide a written response of findings and where the
complaint is upheld will offer an appropriate remedy or redress.

4. The Legal Ombudsman allows us eight weeks to try and resolve your complaint
with you but we will contact you again and hopefully resolve your complaint,
normally within 28 days of sending you the acknowledgement letter. If we
require additional time to respond to your complaint, we will notify you in writing.

5. If we receive your reply to our initial response, we will review your further
comments and inform you in writing about the conclusion of this review within
28 days confirming our final position on your complaint.

6. We do hope to be able to resolve your complaint satisfactorily. However, if you
remain dissatisfied with any aspect of our response or handling of your
complaint, you can directly contact the Legal Ombudsman, who can consider
the matter further:

7. The Legal Ombudsman’s contact details are:

Legal Ombudsman PO BOX 6167, Slough, SL1 0EH
Call 0300 555 0333
enquiries@legalombudsman.org.uk
www.legalombudsman.org.uk

8. Unless it agrees that there are good reasons not to do so, the Legal Ombudsman
will expect you to allow us to consider and respond to your complaint in
accordance with this procedure in the first instance. You can refer your
complaint up to 6 months after you have received our final written response to
your complaint. You can also use the Ombudsman service if we have not
resolved your complaint within 8 weeks of us receiving it. A complaint can be
referred to the Legal Ombudsman up to one year from the date of the act or
omission, or up to one year after discovering a problem.

9. In order to comply with the EU Directive on Consumer Alternative Dispute
Resolution, we must also inform you that certified alternative dispute resolution
services are available from complaints bodies such as Small Claims Mediation
(call 0300 123 4593, or email to: scmreferrals@justice.gov.uk ) which are able to
deal with complaints about legal services should both you and us wish to use such a scheme.