We aim to provide the highest level of service to all of our clients and we are pleased to say that
feedback from our clients suggests that we are successful in achieving our aim. However, the
Legal Ombudsman has asked all solicitors to provide clients with a copy of our complaints
procedures at the point of engagement or as soon afterwards as is practicable.

We hope you will not have cause to complain, but if do you are invited to let us know as soon as
possible.

Complaints Made by Telephone

You may wish to make a complaint in writing and, if so, please follow the procedure in
paragraph 2 and 3 below. However, if you would rather speak on the telephone about your
complaint then please telephone Greg Powell on 020 7604 5600. Mr Powell will make a note of
the details of your complaint and what you would like done about it. He will discuss your concerns
with you and aim to resolve them. If the matter is resolved he will record the outcome, check that
you are satisfied with the outcome and record that you are satisfied. You may also wish to record
the outcome of the telephone discussion in writing. Mr Powell will in any case write to you to
confirm the outcome.

If your complaint is not resolved on the telephone you will be invited to write to us about it within
the next 14 days so that it can be investigated formally.

Complaints made in Writing

Please give the following details:

• Your name and address;
• Which member(s) of Powell Spencer & Partners you are complaining about;
• The detail of the complaint; and
• What you would like done about it.

Please address your letter to the Greg Powell, 270 Kilburn High Road, London, NW6 2BY. We
will, where possible, acknowledge receipt of your complaint within seven days and provide you
with details of how your complaint will be dealt with.

Mr Powell will investigate your complaint and reply to you within 28 days. If he finds later that
he is not going to be able to reply within 28 days he will set a new date for him reply and inform
you.

His reply will set out:

• The nature and scope of his investigation;• His conclusion on each complaint and the basis for her conclusion; and
• If he finds that you are justified in your complaint, his proposals for resolving the complaint.

There may be occasions when the Mr Powell decides that your complaint should be
investigated by a panel or another solicitor. If such a decision is made then the head of the panel
or the nominated solicitor will reply to you with the information listed at paragraph 4.

Confidentiality

All conversations and documents relating to the complaint will be treated as confidential and
will be disclosed only to the extent that is necessary. Disclosure will be to Greg Powell, members
of our management committee and to anyone involved in the complaint and its investigation.
Such people will include the member of staff whom you have complained about and the person
who investigates the complaint if that is not the Greg Powell. The Solicitors’ Regulation Authority
is entitled to inspect the documents and to seek information about the complaint when
discharging its auditing and monitoring functions.

Our Policy

As part of our commitment to client care we make a written record of any complaint and retain
all documents and correspondence generated by the complaint for a period of six years. Our
management committee inspects the record regularly and will, if appropriate, make changes to
our procedures with a view to improving services.

Complaints to the Legal Ombudsman

If you are unhappy with the outcome of our investigation you may take up your complaint with
the Legal Ombudsman, the independent complaints body for complaints about lawyers, at the
conclusion of our consideration of your complaint. The Ombudsman is not able to consider your
complaint until it has first been investigated by Powell Spencer & Partners. Please note that the
Legal Ombudsman has a six year limit from the date of the act or omission about which you are
complaining (or three years from the date you realised there had been and act or omission) within
which to make your complaint. You can write to them at:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Telephone number: 0300 555 0333
Email: enquiries@legalombudsman.org.uk

The time limit for a person to complain to the Legal Ombudsman is six months from the date of our written response to your complaint. 

Complaints to the Solicitors Regulation Authority

The Solicitors Regulation Authority is a separate organisation to whom you make a complaint with if you believe we have breached any of the SRA Principles.

Details on making a complaint with the SRA can be found here.