June 2025
Information Third party complaints Procedure for third parties 1
Introduction
1.1
This document sets out the procedure which Mills & Reeve LLP (“the firm”) will follow in response to complaints raised by third parties (i.e. individuals/entities who are not our client on the matter which has given rise to the complaint). For complaints by clients, please refer to our separate client complaint procedure: “Raising concerns and making complaints.”
1.2
We are willing to consider complaints from all sources and take any complaints about the firm’s conduct seriously. However, our response to third party complaints may be limited on account of the professional obligations we owe our clients. Amongst other obligations, we owe our clients duties of confidentiality and to act in their best interests.
2
What to do if you have a complaint about Mills & Reeve
2.1
In the first instance, please raise any concerns with the team dealing with the matter in question (for example, the individual with day-to-day conduct or their supervising partner). The team will acknowledge your concerns promptly and may be able to resolve them quickly and informally.
2.2
If your concerns are not resolved to your satisfaction (or for any reason you feel it is appropriate to raise your concerns outside of the team dealing with the matter straight away), you may refer them directly to one of the firm’s complaints managers, to be reviewed as a formal complaint. You will need to set out details of your complaint in writing and we ask that you specify: 2.2.1
Your full name and contact information;
2.2.2
Details of the matter which has caused your complaint (ideally, with our file reference number if you have it);
2.2.3
Details of what you are hoping to achieve as a result of your complaint; and
2.2.4
Whether you are legally represented. Please note that, if you are legally represented, we may be unable to correspond with you directly on account of our professional obligations.
2.3
Please also specify any reasonable adjustments which you would like us to make when responding to your complaint, on account of any disability, health or mental health condition. We will consider any such requests on a case-by-case basis.
2.4
The firm’s complaints managers are: 2.4.1
752775312_1
Angus Turner (Partner): angus.turner@mills-reeve.com 1
www.mills-reeve.com