Complaints

At Northwall, we are committed to providing outstanding service to our clients. If you are a client who is dissatisfied with our service, you should contact your relationship partner responsible for the work in the first instance. If you are not satisfied with the resolution, we ask you to initiate our Client Complaints Procedure by emailing our complaints partner at complaints@northwallcyber.com. A copy of our complaints procedure is available upon request.

If we are not able to resolve your complaint to your satisfaction, you may be able to refer it to the Legal Ombudsman if your engagement is one that is regulated by the Solicitors Regulation Authority (SRA). This will be set out in your engagement letter. Before the Legal Ombudsman will investigate, it will normally expect you to have tried to resolve the complaint with us first.

Any complaint to the Legal Ombudsman must usually be made:

• within six months of our final written response to your complaint; and
• no more than one year from the date of the act or omission you are concerned about, or no more than one year from the date when you should reasonably have known there was cause for complaint.

Further information about the Legal Ombudsman is available at www.legalombudsman.org.uk.

You may also complain to the SRA at any time if you are concerned about our conduct. More information is available at www.sra.org.uk/consumers/problems/.