We hope that you will be entirely satisfied with the way in which we perform the Services but, if for any reason you are not, please do not hesitate to tell us about it. Please refer your complaint initially to the Client Director. If they are unable to resolve the complaint to your satisfaction, please then contact our Compliance Officer for Legal Practice (“COLP”), who will arrange for the complaint to be investigated in accordance with our complaints policy. Our COLP is currently Julian Cuppage whose email is julian.cuppage@igloballaw.com.
Our Complaints Procedure
We will write to you promptly acknowledging receipt of your complaint, explaining how we will handle it, and enclosing a copy of our Complaints Procedure.
- We will record your complaint in our central register.
- We will investigate your complaint, which will involve our discussing it with the relevant director(s) and/or member(s) of staff, and/or reviewing the relevant file(s).
- We will then write to you, initially replying to your complaint and giving you the opportunity to comment on our initial views. If we think it appropriate, we will invite you to a meeting to discuss the matter. If there is a meeting, we will promptly confirm to you in writing what took place and the outcome.
- We will then review the matter, including any response from you to our initial views and the outcome of any meeting that took place. We will let you know the result of this review promptly and confirm our final position on your complaint, explaining our reasons.
- Our hope will be that the procedure resolves your complaint within 8 weeks of receipt, but we will also at this stage give you again the contact details of the Legal Ombudsman, whom, if you are still dissatisfied, you can contact about your complaint.
Normally, you will need to bring a complaint to the Legal Ombudsman (a) within six months after receiving a final written response from us about your complaint and (b) within one year from the date when the issue occurred or within one year from the date when you became aware of it, with an ultimate back-stop date of 6 October 2010.
The contact details of the Legal Ombudsman are as follows:
- Website: www.legalombudsman.org.uk
- Email: enquiries@legalombudsman.org.uk
- Postal address: PO Box 6167, Slough, SL1 0EH, United Kingdom
- Telephone from the UK: 0300 555 0333
- Telephone from outside the UK: +44 121 245 3050
If our Complaints Procedure has been exhausted and the Complaint cannot be settled the SRA Code of Conduct for Solicitors requires us to provide details of an Alternative Dispute Resolution Procedure which we will do if the circumstances arise.
If you are unhappy with our Behaviour rather than our Service and we cannot resolve matters our regulatory authority, The Solicitors Regulatory Authority can help. Please see: https://www.sra.org.uk/consumers/problems/report-solicitor.
Last review: June 2026.