UK Complaints Process

Please note that the below complaints procedure only applies if your complaint relates to advice provided by our UK office, Fragomen LLP (or Fragomen (GB) Limited).

If you have concerns about the services or invoices received from Fragomen LLP, please speak to the person responsible for your case in the first instance. If this does not give you the desired results, please consult our complaints procedure. We shall make every effort to deal with your complaint as quickly as possible.

If you are not satisfied with our handling of a complaint, you may be entitled to ask the Legal Ombudsman to consider the complaint, although a business or enterprise can generally only do so if it is a micro-enterprise (turnover not exceeding €2 million and employing less than 10 employees).

You can contact the Legal Ombudsman via information available at http://www.legalombudsman.org.uk/.

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about the compliant or within six years from the date of act/omission complained about or if outside of this time frame, within three years from when you should reasonably have been aware there was a cause for compliant.

If your complaint involves an invoice for services performed by Fragomen LLP, in addition to referring the matter to the Legal Ombudsman, you alternatively may have a right to apply to the Court for an assessment of the relevant invoice under Part III of the Solicitors Act 1974. If you exercise a right to have the invoice assessed by the Court, you may not be able to refer the issue to the Legal Ombudsman. If the services Fragomen LLP has provided relate to proceedings in a Court or tribunal, you may additionally be entitled to have the amount of fees for such services assessed under Rules of Court or regulations applying to the particular proceedings, or under the inherent jurisdiction of the Court or tribunal before which the proceedings have taken, or are taking place.

The Solicitors Regulation Authority can also help if you are concerned about our behaviour. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.