Client Complaints Policy and Procedure

We aim to provide a consistently high level of service.

However, if you do have any complaints or concerns about our service, or about a bill, or about how we use your personal information, we will try our best to sort out the problem and put things right for you as quickly and effectively as possible.

We believe that a well handled complaint is an opportunity to restore and even improve goodwill as well as to provide an even better service in future.

To that end, we have established the following procedure for handling complaints.

How to make a complaint

You can contact us in writing (by letter or email) or speak with our Complaints Partner, James Williams (james.williams@wallace.co.uk) or our Head of Risk and Compliance, Michelle Watts-Curnow (michelle.wattscurnow@wallace.co.uk).

To help us understand your complaint, and to ensure that we do not miss anything, please tell us:

• your full name and contact details;

• your concerns;

• what resolution you are seeking; and

• your file reference number (if you have it).

However, if you prefer, you can direct your complaint to the person handling your work on a day-to-day basis or the partner in charge of the department in which that person works or the partner with whom you have the closest links, who will refer your letter to James or Michelle to respond.

The partners in charge of each department are as follows:

Property: Martin Otvos

Dispute Resolution: Alexander Weinberg

Corporate & Commercial: John Woodhouse

Employment: Daniel Isaac

Property Litigation and Enfranchisement: Samantha Bone

If you have any doubt about who is the partner in charge of the department, please ask the person handling your work.

How will we deal with your complaint?

Please be assured that your complaint will be dealt with promptly, fairly and free of charge.

We will acknowledge receipt of your complaint, where possible, within two working days of receipt.

We will send you a copy of this procedure and explain to you how your complaint will be handled. We will also record your complaint centrally.

We will investigate your complaint, which will include a review of your file(s) and other relevant documents as well as speaking with the person who dealt with your matter.

We may need to ask you for further information or documents. If we do, we will ask you to provide the information within a specific period of time.

We will write to you at the end of our investigations to provide you with a full response to your complaint. We have eight weeks to consider and respond to your complaint.

What if you are not satisfied with the outcome?

If you are unhappy with the outcome of our complaints handling procedure, you may be able to ask the Legal Ombudsman or the Solicitors Regulation Authority to look into your complaint (please see below). The Legal Ombudsman/Solicitors Regulation Authority will not charge you for looking into your complaint.

Contact details are:

The Legal Ombudsman

PO Box 6167

Slough

SL1 0EH

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

The Solicitors Regulation Authority

The Cube

199 Wharfside Street

Birmingham B1 1RN

Telephone: 0370 606 2555

Email: report@sra.org.uk

Website: www.sra.org.uk

The Legal Ombudsman

The Legal Ombudsman is an independent organisation which investigates complaints about poor legal service provided you are an individual, a personal representative of a deceased person (on whose behalf you are making the complaint), a “micro-enterprise” (having fewer than 10 employees and an annual turnover or assets not exceeding 2 million Euros), a charity or club/association with an annual income net of tax of less than £1million, or a trustee of a trust with assets of less than £1million.

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 your realising there was a concern. You must also refer your complaint to the Legal Ombudsman within six months of our final written response to you.

The Solicitors Regulation Authority

Wallace LLP is regulated by the Solicitors Regulation Authority (the “SRA”) and we are duty bound to comply with the SRA Standards and Regulations which include a set of Principles and various codes of conduct.

If your complaint is about Wallace LLP or the relevant fee earner’s conduct and you consider we have acted in breach of our regulatory obligations set out by the SRA, if you are not happy with the outcome of your complaint, you can refer the matter to the SRA to review.

Alternative complaints resolution

Alternative complaints bodies exist which are competent to deal with complaints about legal services should both of us wish to use such a scheme.

We have, however, chosen not to adopt an alternative dispute resolution process. If, therefore, you wish to complain further you should contact the Legal Ombudsman or the SRA (as appropriate).

What will it cost?

We will not charge you for handling your complaint. The Legal Ombudsman/SRA will also not charge you for looking into your complaint.

Please note, however, that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.