Grievance Redressal Policy

If something we have done falls short, we would rather hear it than not. This policy explains how to raise a complaint and what happens next.

How to raise a complaint

Write to us using the email address on our contact page, with "Complaint" in the subject line. Tell us what happened, when, which matter it concerns, and what outcome you are looking for. A complaint may be made by a client, by an applicant for a position, or by anyone else affected by something we have done.

What happens next

• We acknowledge every complaint within three working days
• The complaint is reviewed by someone who was not responsible for what is complained about, wherever that is possible in a practice of this size
• We write to you with our findings within fifteen working days, and if that is not achievable we tell you why and when to expect an answer
• Where we got something wrong, we say so, explain what we are doing about it, and confirm any adjustment to fees

If you are not satisfied

If our answer does not resolve the matter, you may take it to the State Bar Council with which the advocate concerned is enrolled. Our enrolment details are in the footer of this website. Nothing in this policy limits any right you have to complain to a regulator or to a court.

Records

Complaints and their outcomes are recorded and reviewed periodically, so a pattern is visible rather than forgotten.