Regulatory Information

Fredericks Shaw Ltd is committed to providing a high-quality service to all its clients. When something goes wrong, Fredericks Shaw Ltd needs you to tell the Director, Hannah Jameel, about it. This will help us to improve standards and ensure that Fredericks Shaw Ltd provides you with the service to which you are entitled.

If you are unhappy with any aspect of the service which you have received or the costs which you have been charged it is often best to raise your concerns immediately with the
Director. Fredericks Shaw Ltd would like to be made aware of any issues as:

• Most concerns may be resolved
• Fredericks Shaw Ltd aims to learn and improve its services from every situation

The complaints procedure can be found in your retainer, which contains your client care letter/terms and conditions. A further copy of the complaints procedure may be provided on request.

Fredericks Shaw Ltd will send you a letter acknowledging receipt of your complaint letter within three days of receiving it, enclosing a copy of this procedure. Responsibility for investigating your complaint will be assigned to the Director of the firm, Hannah Jameel. She will normally review the file and speak to those who carried out the work.

If appropriate, you may be invited to a meeting to discuss and hopefully resolve your complaint. If Fredericks Shaw Ltd proposes a meeting, you will be contacted within 14 days of the acknowledgment letter being sent. If a meeting takes place, Fredericks Shaw Ltd will write to you within 3 days after it takes place, confirming what occurred and setting out any solutions which were agreed upon.

If a meeting is not possible, or you do not want to meet, Fredericks Shaw Ltd will send you a detailed written reply to your complaint, including suggestions for resolving the matter. This reply will be sent within 21 days of sending the acknowledgment letter. If Fredericks Shaw Ltd cannot provide a full reply within that time, you will be updated with an expected timeline for the response.

Fredericks Shaw Ltd will write to you within 21 days of receiving your request for a review, confirming its final decision on your complaint and explaining the reasons behind it. If you are dissatisfied with the final decision, you may refer your complaint to the Legal Ombudsman. You cannot normally refer a complaint to the Legal Ombudsman unless 8 weeks have passed since your complaint, but you may do so earlier if Fredericks Shaw Ltd has notified you of its final decision and you remain dissatisfied. The Legal Ombudsman can be contacted via their website at
www.legalombudsman.org.uk
or by telephone at
0300 555 0333.

Normally, you must bring a complaint to the Legal Ombudsman within six months of receiving a final written response or within one year of the incident that caused the complaint.

You also have the right to refer your complaint to the Bar Standards Board. The Bar Standards Board can be contacted via
their website or by telephone at 020 7611 1444.

You can find detailed information on how we handle your personal data in our
Privacy Policy.
Please follow the link to learn more about our data protection practices, how we process your information, and your rights under the GDPR.