We would rather hear about a problem than have you live with it. If something about our service has fallen short, this page explains how to tell us and what happens next.
Contact us by email at [email protected] or by phone on 0208 006 5879. Please include your name, how best to reach you, which work or account the complaint relates to, what went wrong, and what you would like us to do about it.
Many issues turn out to be misunderstandings that can be sorted out quickly in a conversation, so raising it early usually gets the fastest result.
We will acknowledge your complaint promptly, normally within five working days, and tell you who is dealing with it.
We will then look into what happened, review the relevant correspondence and work, and give you a full response. We aim to do this within twenty working days. If a complaint is complex and will take longer, we will tell you why and keep you updated.
Where we have got something wrong, we will say so and explain how we intend to correct it. That might mean redoing work, adjusting the scope or approach, or making an appropriate adjustment to fees.
If our response does not resolve matters, you can ask for the complaint to be reviewed again by a senior member of the team who was not involved in the original work or the original response. Please set out why you believe the outcome was wrong.
We keep a record of complaints and their outcomes so that we can spot patterns and improve how we work. Those records are handled in line with our privacy policy.