Complaints

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service or about the bill we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

Please contact Louisa Ghevaert, Director at Louisa Ghevaert Associates by email louisa@louisaghevaertassociates.co.uk or by telephone +44 (0)20 79658399, who will aim to acknowledge your complaint within two working days and investigate the issues within 14 days of receiving the complaint.
On conclusion of the investigation, Louisa will invite you to a meeting or discuss the issues by telephone. Louisa will then confirm the outcome of the meeting or telephone conversation in writing within three working days. Alternatively, if a meeting or telephone discussion is not possible or required Louisa will investigate the issues and write to you confirming the outcome within 21 days.

If it is not possible to adhere to the deadlines indicated above, Louisa will write to you explaining why and will provide a new date by which you will receive further contact.

Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
You can raise your concerns with the Solicitors Regulation Authority https://www.sra.org.uk/consumers/problems/report-solicitor.

What do to if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves within eight weeks, including complaints about the reasonableness of our charges. They will look at your complaint independently and it will not affect how we handle your case. It is only available to members of the public, small businesses, charities, clubs and trusts.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman effective from 1 April 2023:

• Within six months of receiving a final response to your complaint, and
• No more than one year from the date of act/omission; or
• No more than one year from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 10 am to 4pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6167, Slough, SL1 OEH

Dated 5 June 2025