Complaints Policy

EUCLID LAW – COMPLAINTS POLICY

Euclid Law (“we“, “our” and “us“) are committed to providing the highest quality service to all of our clients and hope that you never have reason to complain. However, if you are dissatisfied with any element of our service, please follow our complaints procedure as set out below:

• In the first instance, please speak to the partner responsible for the supervision of your matter. You may prefer to put your concerns in writing, in which case please send a letter or an email to the person who is acting for you.
• If your main contact is not able to resolve matters to your satisfaction or if you find it difficult to speak to them about a complaint, please put your complaint in writing to our dedicated complaints mailbox, complaints@euclid-law.eu.
• The email should set out as much information as possible regarding the reasons for your complaint, and the dissatisfaction with any proposed resolution. The following information should be included:
  • confirmation that you are making a complaint under Euclid Law’s complaints policy;
  • your full name and contact details;
  • details of why you are dissatisfied with the service provided;
  • the responsible partner identified in the Engagement Letter; and
  • your desired outcome from the complaint.

If at any stage you would prefer to meet with the person dealing with your complaint, then just let us know.

1. WHAT WE WILL DO

Any complaint will be dealt with quickly and a genuine effort will be made to respond to your concerns.

We will acknowledge your complaint within three days to let you know that we are looking into your concerns.

After sending you an acknowledgment, we aim to investigate your complaint and give you a full response within 21 days, but if your complaint is more complex we may require more time, and will let you know when you will receive a full response.

If our service to you is found to be below standard we will discuss ways in which we can make things better or, if appropriate, recompense you in some way.

2. IF YOU ARE NOT SATISFIED WITH OUR HANDLING OF THE COMPLAINT

At the conclusion of our investigation, you may have the right to complain to the Solicitors Regulation Authority (SRA) if the complaint relates to the professional conduct of Euclid Law or any of its Partners and employees. The contact details for the SRA are:

SRA Report, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Telephone: 0370 606 2555
Email: reports@sra.org.uk
Website: www.sra.org.uk/consumers/

If you are an individual, a micro-enterprise or a charity, club, association or organisation or a trust, in each case with an annual income of less than £1 million, or the personal representative or residuary beneficiary of the estate of any person, you may also be able to refer your complaint to the Legal Ombudsman (LeO).

You can refer your complaint to the LeO if after the above procedure has been followed, you still remain dissatisfied or after a period of eight weeks from the date of making the complaint to us. LeO is an independent, consumer focused scheme set up to resolve complaints about lawyers in England and Wales. It provides a free complaints resolution service.

The contact details for the LeO are:

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

Normally, the LEO will only accept your complaint if you tell them of it within 6 months of receiving a final written response from us about your complaint and no more than six years from the date of the act/omission or no more than three years from when you should reasonably have known there was cause for complaint.

We do recommend that you attempt to resolve your problem using our internal complaints procedure before contacting the LeO.

If your complaint relates to the services provided out of Euclid Law Srl,and/or lawyers regulated by the Brussels Bar, you may have the below rights:

• For unresolved complaints about the quality of service and fees, the Dutch-speaking bar (Nederlandse Orde van Advocaten bij de Balie te Brussel) provides a conciliation procedure chaired by the president of the bar. Provided both parties agree, it also provides an arbitration procedure.

• For unresolved complaints about fees, the French-speaking bar (Secrétariat de l’Ordre français des avocats du barreau de Bruxelles) provides conciliation, mediation and arbitration procedures. For complaints about the quality of service, it provides a conciliation procedure.

Details of both procedures can be obtained by contacting the following:

Nederlandse Orde van Advocaten bij de Balie te Brussel, Gerechtsgebouw, Poelaertplein, 1000 Brussel
Telephone: 02 508 67 62
Email: orde@baliebrussel.be
Website: www.baliebrussel.be

Secrétariat de l’Ordre français des avocats du barreau de Bruxelles, Palais de Justice, Place Poelaert, 1000 Bruxelles
Telephone: 02 508 66 59
Email: order@barreaudebruxelles.be  
Website: www.barreaudebruxelles.be