Louisa Ghevaert Associates Complaints Process

We are committed to providing a high-quality service to all clients of the Firm. This includes a commitment to putting things right when they go wrong. This policy explains how we will deal with any complaint. Your complaint might concern the way in which you have been dealt with, the quality of advice you have received or the amount of any invoice that you have received.

Complaints procedure

If you have a complaint, please let Louisa Ghevaert know by email louisa@louisaghevaertasociates.co.uk. It would be helpful if you could let Louisa know your concerns in writing, but if you would prefer not to, or if you find it difficult to do so, please telephone her instead on +44(0)20 79658399.

To explain to you how long this process might take, we have included our target times for each stage of the process. Where, for any reason, it is not possible to observe any of these limits we will let you know and explain why.

Action	Timescale
Acknowledge the complaint in writing and send a copy of the complaints procedure	Within two working days
Invite you to a meeting or to discuss the issues by telephone	Within two working days
Confirm the outcome of the meeting or telephone conversation in writing	Within three working days of the meeting/telephone conversation
Investigate the issues	Within 14 days of receiving the complaint
If a meeting/telephone discussion is not possible or required: Investigate the issues and write to you with the outcome	Within 21 days
Review and close the complaint	Within 8 weeks of receiving the complaint

Use of technology and clarity in complaints

Clients are entitled to raise complaints in any reasonable written form, including with the assistance of technology. However, to enable the Firm deal with complaints fairly and efficiently and proportionately, complainants are encouraged to set out their concerns clearly and concisely and with reference to the specific issues they wish the Firm to address.

Where complaints are submitted in an excessively long, repetitive or unfocused format, including where automated or AI generated text is used, the Firm may summarise the complaint into identifiable issues and respond to those issues rather than addressing each point individually.

If a complaint is unclear or unmanageably broad, the Firm may request clarification or prioritisation of the key concerns before completing its review. This approach is intended to support effective consideration of complaints and does not limit a client’s right to raise concerns or to escalate a complaint in accordance with this policy.

Legal Ombudsman

If you do not agree with the outcome of our complaints process, or we fail to investigate it within eight weeks, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. Complaints to the Legal Ombudsman must usually be made within six months of our final response to your complaint.

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

The services provided by the Legal Ombudsman are limited to individuals and smaller organisations – for more details of this service see their website. The full details of how to contact this office are as follows:

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

Address: Legal Ombudsman, PO Box 6167, Slough, SL1 OEH

You may alternatively contact the Solicitors Regulation Authority (SRA) if you have concerns as to whether we have breached any of their professional rules for solicitors. These will be found at www.sra.org.uk/solicitors/standards-regulations/principles and the SRA can be contacted at The Cube, 199 Wharfside Street, Birmingham, BR1 1RN, or by email to contactcentre@sra.org.uk.

Thank you for bringing your concerns to our attention. We will do our best to address any dissatisfaction that you have experienced in using the services of this Firm.

Dated 17 June 2026