Complaints procedure

We want to give you the best possible service. However, if at any point you become unhappy with the service we have provided to you or you have concerns about your bill then you should inform us immediately so that we can do our best to resolve the problem for you.

We have a procedure in place which details how we handle complaints (see below). Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first and they allow us eight weeks to consider your complaint and respond to you. You must raise your complaint with the Ombudsman within six months of our final response to it.

If you would like more information about the Legal Ombudsman their contact details are as follows:

• Visit: www.legalombudsman.org.uk
• Call: 0300 555 0333* between 8.30am to 5.30pm.
• For minicom call: 0300 555 1777
• Email: enquiries@legalombudsman.org.uk
• Write to: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

Do not send original documents to the Legal Ombudsman. They will scan any documents you send us to make computer copies and then destroy the originals.

If you are a client with whom we have made a contract by electronic means, you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. Should you wish to do so that service can be found at http://ec.europa.eu/odr Our email address for this purpose is info@kiudeh.com

Complaints procedure

We are committed to providing a high quality and professional service to all our clients. Please tell us as soon possible
if you feel we have not met these standards.

We will:

 Look into your complaint and put things right if something has gone wrong
 Make sure that we learn from any mistakes we may have made and take action to help prevent them in future
 Not charge you for investigating your complaint.

Making a complaint will not normally affect any work we are carrying out for you.

If you are unhappy with any aspect of our service, including your bill, you should contact the person who is working
on your case as soon as you are aware that there is a problem. If they are unable to resolve your problem you should
write to or email:

The Complaints Director

Kiudeh & Co
13 Hanover Square

Mayfair

London

W1S 1HN
Email: complaints@kiudeh.com

What will happen next?

1. We will send you a letter or email acknowledging your complaint within 3 working days of receiving it
2. Your complaint will be recorded on a register of complaints
3. We will investigate and respond promptly to your complaint but in any case within 8 weeks of sending you an
acknowledgement letter or email.

If we think we have provided poor service we will tell you and offer a suitable remedy along with an explanation of
what went wrong. If we think there was no poor service we will explain why. We will not normally consider a complaint
about a problem which took place over 6 months ago.

The Legal Ombudsman

If you are client of the firm and you are unhappy with our response, you can then contact the Legal Ombudsman about
your complaint. The Legal Ombudsman will expect you to have given us chance to resolve your complaint before it will
get involved.

Legal Ombudsman
PO Box 6806
Updated: 05/12/2018
Wolverhampton
WV1 9WJ
Switchboard: 0300 555 0333 between 8.30am and 5.30pm
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Calls to the Legal Ombudsman are recorded and may be used for training and monitoring purposes. Calls to 03
numbers cost no more than calls to 01 or 02 numbers from mobiles and landlines.

This service is free but you should contact the Ombudsman:

 within 6 months of receiving a final written response from us about your complaint or
 no later than 6 years from the act or omission or
 3 years from the date you should have reasonably known there was cause for complaint.

Complaints about your bill

Under sections 70, 71 and 72 of the Solicitors Act 1974 you have a right to an assessment of your bill by an Officer of
the Court.

 If all or part of the bill remains unpaid, we have the right to charge interest on it.
 The Legal Ombudsman may not deal with a complaint about your bill if you have already applied for an
assessment by the Court.

Solicitors Regulation Authority

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things
like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other
characteristic. Please see below for their address and contact details.