June 2025
Information Raising concerns and making complaints Procedure for clients Introduction 1.1
This document sets out the procedure which Mills & Reeve LLP (“the firm”) will follow in response to complaints raised by our clients. For complaints by third parties (i.e. individuals/entities who are not our client on the matter which has given rise to the complaint), please refer to our separate third party complaints procedure: “Third party complaints.”
1.2
The firm is committed to providing outstanding client service to all its clients and we do our utmost to treat all our clients fairly. When a problem arises or something goes wrong, we need you to let us know as soon as possible. This gives us the opportunity to investigate your concerns objectively, address the issues you have raised, and to try to satisfy your concerns. It also helps us to improve our standards.
What to do if you have concerns or a complaint about our service 2.1
In the first instance, if you have concerns you will probably find it helpful to discuss these with someone from the team dealing with your matter. This might be the individual working on your matter day to day (the matter manager), their supervising partner (the matter partner), or the person responsible for managing the firm’s relationship with you (the client relationship partner). You can find their contact details in the firm’s Letter of Engagement sent to you at the start of your matter and you may contact them either by telephone, by email, or in writing.
2.2
The lawyer looking into your concerns will acknowledge receipt as soon as possible. They may also need to ask you for further clarification about your concerns if further information is required.
2.3
It may be possible to offer a solution to resolve your concerns quickly and informally. The type of solution offered and the manner in which it is proposed will depend on the individual circumstances. If appropriate, the lawyer may send you a detailed reply to your concerns or suggest a meeting. When addressing your concerns in this way, we will aim to provide you with a substantive reply or proposals within 28 days of receiving the necessary details of your concerns.
2.4
If your concerns are not resolved to your satisfaction, you may ask that they be referred to one of the firm’s complaints managers to be reviewed as a formal complaint. Alternatively, if for any reason you feel it is appropriate to raise your concerns outside of the team dealing with your matter, you may refer them directly to one of the complaints managers straight away, to be reviewed as a formal complaint. In either case, if you have not already done so, you will need to set out your complaint, preferably in writing. The firm’s complaints managers are: Angus Turner
angus.turner@mills-reeve.com
Tel: 0121 456 8283
Partner
1
www.mills-reeve.com