GJE prides itself on the service it provides to its clients. However, there are occasions when a client may not be entirely satisfied with the service we have provided. So that the matter can be dealt with in a speedy and transparent manner and to help us improve the service we offer to clients we have implemented the following complaints procedure.
1. If you are dissatisfied with any aspect of the service we provide, please contact the person who dealt with the matter at GJE to discuss the issue.
2. If the discussions do not resolve the matter to your satisfaction within a period of two weeks from the date you contact us, you should move on to the next stage in the process.
3. Please send full details of your complaint to the person who normally handles your work who will pass the complaint to a partner of the firm who is unconnected with the matter. In order for the matter to be dealt with as thoroughly and as quickly as possible please ensure that all the circumstances behind the complaint are set out in your email or letter. We will send a letter or e-mail as appropriate acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
4. Following this the partner will investigate your complaint. This will usually involve the partner reviewing the file and speaking to the member of staff and/or partner who dealt with the matter to discuss the issues raised.
5. Within 14 days of acknowledging your complaint the partner will arrange a meeting or a telephone call as appropriate to discuss the complaint with a view to resolving the matter. Within three working days following the meeting the partner will write to you to confirm what was discussed and any solutions to the complaint that have been suggested.
6. In circumstances where it has not been possible to discuss the matter with you, or the offer of a meeting or call has been declined, the partner will send you a detailed written response to the complaint which will include, if appropriate, proposals to resolve the complaint. This reply will be sent within 21 days of the written acknowledgement referred to in stage 3.
7. If, after these steps have been completed, you are still dissatisfied, you should contact the Chairman of the Managing Committee, who will review the matter. Within a period of 14 days from receipt of your request for a further review he will write with our final decision, explaining the reasons behind our position.
8. If you are still not satisfied you can contact the Legal Ombudsman, (PO Box 6806, Wolverhampton, WV1 9WJ, Tel 0300 555 0333, firstname.lastname@example.org, (http://www.legalombudsman. org.uk/) about your complaint. The Ombudsman’s remit extends to issues such as poor service or complaints about bills. The complaint to the Ombudsman must be made within six months of the date of the final written response from us.
Complaints relating to matters of professional conduct where there is an allegation that we have acted in breach of the IPReg Code of Conduct or the Litigators’ Code of Conduct should be made to IPReg, the Intellectual Property Regulation Board (5th Floor, The Outer Temple, 222-225 Strand, London WC2R 1BA, Tel 020 7353 4373, www.ipreg.org.uk, email@example.com).