Your Guide to Complaints
We aim to provide you with a consistently high standard of service. However, if at any point you are unhappy with it, or you have concerns about your bill, we have put in place the procedure below. This helps us understand as efficiently as possible the nature of the complaint, and to then take all reasonable measures to identify and fairly resolve any deficiencies in our service.
1. If problems do arise, please first discuss the matter with your usual Abel & Imray contact.
2. If your usual contact is not a Partner and you still have concerns after those discussions, get in touch with the Partner who has overall responsibility for your work. If that person is not available, or you do not know who is responsible for your work, please ask to be referred to a Partner to consider the matter on your behalf.
3. The Partner will look into the matter carefully and promptly in order to verify the nature of your complaint. Based on a written summary of their findings, if they then find the complaint to be wholly or partly justified, they will strive to resolve the issue.
4. If you still have concerns you may contact our Senior Partner (currently Jim Pearson), or if they are unable to deal with the complaint, our Managing Partner (currently Matthew Critten). Along with conducting a full review, including any necessary investigations as set out in point 3 above, they will provide a written summary of the findings. If they then find the complaint to be wholly or partly justified, they will endeavour to resolve the matter with you in a manner that fairly reflects the relevant finding.
What to do if you remain dissatisfied
If, within eight weeks of making the complaint, you are not satisfied with how the matter has been resolved, you may have a right to have the complaint independently looked at by the Legal Ombudsman. They investigate complaints about poor service from lawyers up to six years from the date of the problem happening, or within three years of when you found out about the problem. If you wish to refer your complaint to them, this must be done within six months of our final response to your complaint.
To find out whether you fall within the complainant categories, and are entitled to refer a complaint, contact the Legal Ombudsman for detailed advice at:
Tel: 0300 555 0333
Postal: Legal Ombudsman
PO Box 6806, Wolverhampton, WV1 9WJ
NB: Do not send original documents to the Legal Ombudsman. They will scan these to make computer copies and then destroy the originals.
Abel & Imray is regulated by the Intellectual Property Regulation Board (IPReg), which is responsible for maintaining rules of professional conduct for patent and trade mark attorneys. If your complaint relates to an alleged breach of the IPReg Codes of Conduct, you may refer it to IPReg within 12 months of the matter that is being complained about. Further information regarding IPReg and the nature of the complaints they are able to consider is available from IPReg at:
Tel: 020 7353 4373
5th Floor, The Outer Temple, 222-225 Strand, London, WC2R 1BA