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Complaints Handling Policy

1.      Client Facing Policy

At Keller Lenkner UK Ltd 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.  This will help us to improve our standards.

If you have a complaint, please send a letter or email to us detailing your concerns.

What will happen next?

The Client Service Team manager with overall responsibility for your matter will deal with your complaint in the first instance. They will acknowledge receipt of your complaint within 5 working days of receiving it.  They will enclose a copy of our complaints handling policy and will ask you to confirm or explain the details of your complaint and to provide any additional information that you may feel is relevant.

The Client Service Team manager will then investigate your complaint.  They will review your matter file and speak to any other person who acted in this matter for you. If you prefer, you can also arrange a meeting (generally by phone or video-call) with the appropriate Client Service Team manager to discuss the complaint on a one to one basis. Within 10 working days of receiving the full information from you, the Client Service Team manager will send you a detailed written reply to your complaint, including any suggestions for resolving the matter.

At this stage, if you are still not satisfied, you should write to us again.  Your complaint will then be passed to our Chief Operating Officer, who will review the decision, taking into account any additional information or comments from yourselves and then respond again with a further decision, within 10 working days.

If we have to change any of the timescales above, we will let you know and explain why.

If you are still not satisfied, and all attempts to address your concerns are unsuccessful then you can ask the legal ombudsman service to consider your complaint.

The Legal Ombudsman (LeO) who can be contacted as follows: PO Box 6806, Wolverhampton WV1 9WJ, Tel: 0300 555033, Web: www.legalombudsman.org.uk.  There are time limits for submission of a complaint to them.  They will accept a complaint made within 6 years of the act or omission giving rise to the complaint, or within 3 years of the client being reasonably aware of the complaint.  In addition, the client must raise the complaint within 6 months of the final response under the internal complaint procedure of the firm.

For and on behalf of Keller Lenkner UK Ltd.

Andrew Nugent Smith

UK Managing Director

Last updated: May 2022