Complaints Policy

 We are confident that we will give you a high quality service in all respects. As a firm we value every client and would not wish anyone to be unhappy with our service. It is therefore crucial that you contact us immediately if you have any concerns with that service. If you want to make a formal complaint to us please follow the below procedure:

• Explain your concerns to the fee earner responsible for your matter.

• If not satisfied with the outcome, please raise a formal complaint with Paul Hosford by email (paul.hosford@newmedialaw.biz) or by post to our office address, marking the letter for the attention of Paul Hosford. If Paul is the fee earner responsible for your matter, please direct your complaint to Ian Penman (ian.penman@newmedialaw.biz) instead by email or by post. In either event the subject line should state “Formal Complaint” and you should clearly a) identify the fee earner to which the complaint relates; b) explain what matter the complaint relates to; c) provide a brief background of events; and iv) what recourse you seek. We aim to deal with all formal complaints within 21 days of making the complaint but if we need to make further enquiries we may require longer and will notify you of this.

• In the unlikely event that you remain dissatisfied with the result following our internal complaints procedure you can raise an external complaint to the following organisations:

 If you are dissatisfied with the service provided, please contact the Legal Ombudsman. More details and forms can be found on www.legalombudsman.co.uk.

If you think that the firm or any of its fee earners have committed a breach of the SRA Code of Conduct or the SRA Accounts Rules, please contact the SRA. More details and forms can be found on www.sra.org.uk