COMPLAINTS HANDLING PROCEDURE

EURO LEX PARTNERS LLP

 

We are committed to providing a high-quality 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 contact us in writing with the details of your complaint. We do not accept complaints via electronic communication. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Financial Ombudsman.

 

What will happen next?

 

  1. We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Ms Katarzyna Wozniak, who will review your matter file.
  3. Ms Wozniak may consider inviting you to a meeting to discuss and hopefully resolve your complaint. She may do so within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, Ms Wozniak will write to you to confirm what took place and any solutions she has agreed with you.
  5. If you do not want a meeting or it is not possible, Ms Wozniak will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will review our decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can then contact the Financial Ombudsman.

 

Financial Ombudsman

Exchange Tower

Harbour Exchange

London, E14 9SR

0300 555 0333

Complaint.info@financial-ombudsman.org.uk

 

Normally, you will need to bring a complaint to the Financial Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).