Ince Gordon Dadds LLP (the Firm) is committed to providing a high quality legal service and to dealing with all of our clients fairly. If you are dissatisfied with any aspect of our service, including our bill, then please let us know.

Making a Complaint

In accordance with our Terms of Business, in the first instance you should address your concerns to the Partner with overall responsibility for your matter as detailed in the Client Care Letter sent to you at start of your matter. This will be the first stage of our complaints process.

If you are dissatisfied with the response received when raising your initial concerns, or your concern relates to one of our partners, you may contact our Client Care Partner, Roger Peters, to investigate your complaint; this will be the second stage of our complaints process. The contact details for making a complaint are: 

• By Post: Ince Gordon Dadds LLP, 2 Leman Street, London, United Kingdom, E1 8QN;
• By Email: RogerPeters@incegd.com

To help us understand your concerns please ensure that you include:

• Your full name and contact details;
• Your file reference number (if you have it – this should be on any letter/email we have sent you);
• The details of your concerns and any documents that may assist us when reviewing your complaint; and
• Any action you would like to see us take to resolve your complaint.

Dealing with your Complaint

Upon receiving your complaint, we will acknowledge it and begin our investigation.

Our investigation will usually involve:

• Reviewing your complaint and the concerns raised;
• Reviewing the file(s) and other relevant documents; and
• Speaking with the person who dealt with your matter.

We may also need you to clarify your complaint or ask for further details or documents. If so, we will ask you to provide the information within a specified period of time. We will update you on the progress of your complaint at appropriate intervals.

We will not charge you for handling your complaint. 

We will write to you at the end of our investigation to tell you how we propose to proceed in response to your complaint. We aim to complete our internal investigation into your complaint within eight weeks of your initial complaint. If for any reason this is not possible then we will notify you and confirm a revised timetable.

Please note:

• We may determine, based on the nature of your complaint, to deviate from the process outlined above. If we consider this appropriate, we will notify you of the revised process.
• If we have issued a bill for work done on a matter, and all or some of the bill has not been paid, under our Terms of Business we may charge interest on the amount outstanding. We reserve the right at our discretion to take steps to recover the amount outstanding even if you have made a complaint.

If we cannot resolve your complaint

If we are unable to resolve your complaint within eight weeks then you may be able to refer your complaint to the Legal Ombudsman; an independent complaints body which can investigate complaints about legal services (please visit https://www.legalombudsman.org.uk/make-a-complaint to see if you are eligible for this service).

The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. The complaint must be referred to the Legal Ombudsman within six months of receiving our final response. However, please note that from 1 April 2023 these time limits are changing. From the 1 April the Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern; or within six months of our final response to your complaint if that is earlier.

The Legal Ombudsman’s details are:

• www.legalombudsman.org.uk
• 0300 555 0333 (Minicom: 0300 555 1777)

• enquiries@legalombudsman.org.uk
• PO Box 6806, Wolverhampton, WV1 9WJ

Although alternative complaints bodies such as ADR Group (http://www.adrgroup.co.uk) are available. We do not agree to use these services because we consider that the service offered by the Legal Ombudsman is the most appropriate means of resolving matters between us.

If your complaint relates to a breach of the Solicitors Regulation Authority’s (SRA) Standards and Regulations (https://www.sra.org.uk/solicitors/standards-regulations); a report can be made via the SRA’s website (https://www.sra.org.uk/consumers/problems/report-solicitor).