Complaints Handling Policy

1. Introduction
London Wall is committed to providing high-quality services to all clients. We recognise, however, that there may be occasions where clients or other stakeholders feel dissatisfied. This Complaints Handling Policy sets out our approach to addressing concerns in a fair, transparent, and timely manner.

2. Scope

This policy applies to complaints made by clients, potential clients, suppliers, or any other stakeholders regarding the services provided by London Wall.

Where London Wall is referenced, it includes all group companies and subsidiaries.

3. How to Make a Complaint

Complaints can be made in writing: Send a letter or email to legal@london-wall.com or FAO Legal Team, London Wall, 7 Down Street, London, WIJ 7AJ.

4. Information to Include in a Complaint

To assist us in addressing the issue efficiently, complainants should provide:

• Their full name and contact details.
• A clear description of the complaint, including relevant dates and details.
• Any supporting documents or evidence.
• The desired resolution (if applicable).

5. Complaint Handling Process

1. Acknowledgment – We will acknowledge receipt of the complaint within 5 working days, providing the complainant with a reference number and details of the person handling the matter.
2. Investigation – A thorough review will be conducted by the Chief Legal Officer or an appropriate senior member of staff. This may include gathering additional information, reviewing relevant documents, and speaking to those involved.
3. Response – We aim to provide a written response within 28 working days of acknowledging the complaint. If further investigation is required, we will inform the complainant of the delay and provide an updated timeframe.
4. Resolution – If the complaint is upheld, we will take appropriate action to resolve the issue, which may include an apology, remedial action, or process improvements.

6. Escalation Process

If the complainant is not satisfied with our response, they may request a review by a senior manager within 10 working days of receiving our decision. The senior manager will conduct an independent review and provide a final decision within 14 working days.

7. External Resolution

If a complainant remains dissatisfied after exhausting our internal complaints process, they may consider alternative dispute resolution or seek independent legal advice. London Wall is not regulated by the SRA, so complaints cannot be escalated to the Legal Ombudsman.

8. Confidentiality and Data Protection

All complaints will be handled with confidentiality in accordance with our Data Protection Policy and applicable data protection laws. Information will only be shared with those necessary for investigating and resolving the complaint.

9. Monitoring and Review

We regularly review complaints data to identify patterns and areas for improvement. This policy will be reviewed annually to ensure it remains effective and up to date.

For further information or assistance, please contact us at legal@london-wall.com .