Client complaints procedure

London and Brussels offices

At all times, we aim to provide our clients with a professional service of the highest calibre.

Should any problem arise, our approach is to be constructive: we will take every complaint seriously, we will investigate it promptly and thoroughly and will take remedial action as appropriate.

If you have any complaint, including a complaint about your bill, you should raise it in the first instance with your relationship partner or the partner responsible for the relevant matter. If that is felt to be inappropriate, or if you feel that the response of the relationship partner or the partner responsible for the matter is inadequate, you can write to Christopher Saul, our Senior Partner, at One Bunhill Row, London EC1Y 8YY.

We would expect to resolve any problem to your satisfaction. If we do not, you may be able to ask the Legal Ombudsman (LeO) to help you resolve your complaint. Normally you would need to contact LeO within six months of our final response to your complaint. You can do so by telephone on 0300 555 0333, by email at enquiries@legalombudsman.org.uk or by post at PO Box 15870, Birmingham B30 9EB. If your complaint relates to your bill, you may also be able to apply to court for an assessment of the bill under Part III of the Solicitors Act 1974.

Hong Kong office

At all times, we aim to provide our clients with a professional service of the highest calibre.

Should any problem arise, our approach is to be constructive: we will take every complaint seriously, we will investigate it promptly and thoroughly and will take remedial action as appropriate.

If you have any complaint, including a complaint about your bill, you should raise it in the first instance with your relationship partner or the partner responsible for the relevant matter. If that is felt to be inappropriate, or if you feel that the response of the relationship partner or the partner responsible for the matter is inadequate, you can write to Richard Thornhill, our Managing Partner, at 47th Floor, Jardine House, One Connaught Place, Central, Hong Kong.

Beijing office

At all times, we aim to provide our clients with a professional service of the highest calibre.

Should any problem arise, our approach is to be constructive: we will take every complaint seriously, we will investigate it promptly and thoroughly and will take remedial action as appropriate.

If you have any complaint, including a complaint about your bill, you should raise it in the first instance with your relationship partner or Lisa Chung, the Head Partner of the Beijing office. If that is felt to be inappropriate, or if you feel that the response of the relationship partner or Lisa Chung is inadequate, you can write to Christopher Saul, our Senior Partner, at One Bunhill Row, London EC1Y 8YY.