Making a Complaint

If you are a client of KEN ORRIS LLP and wish to raise a complaint about the service provided, please follow the procedure outlined below.

If you are a customer of one of our corporate clients and wish to complain about KEN ORRIS LLP’s conduct, the same procedure applies.

Client Complaints Procedure

At KEN ORRIS LLP, we are committed to delivering high-quality legal services. If you are dissatisfied with our service, we encourage you to inform us so we can address your concerns and improve our standards in line with international best practices.

To make a complaint, please write to us with details of your issue. Your complaint should be sent to the Practice Manager at admin@kenorris.co.uk.

What Happens Next?

1. Acknowledgment
Within 7 daysof receiving your complaint, we will:

• Acknowledge receipt in writing.
• Request any additional information or documents if needed.
• Inform you who will handle your complaint (typically the Head of the relevant Department or Group).

2. Investigation
We will:

• Review the matter file and speak with the legal adviser(s) or partner(s) involved.
• Aim to provide a detailed response within 28 daysof receiving your complaint or within 14 days of receiving any additional information requested.

3. Outcome
Our final response will:

• Explain the outcome of our investigation.
• If further time is needed, we will notify you and provide a revised timeline.

4.  Review
If you are unsatisfied with the initial response, you may request a review by the Practice Manager. We will:

• Confirm our final position within 7 daysof receiving your request.
• Provide a detailed explanation of our decision.

5. Time Limits

6. Complaints must be submitted within 12 monthsof:

• The act or omission being complained about; or
• The date you became aware of the issue.
• We may, at our discretion, accept out-of-time complaints if deemed fair and reasonable.

7. Appeal
If you remain dissatisfied after the internal process, you may escalate your complaint to the Principal Partnerat info@kenorris.co.uk. However, we encourage exhausting all internal resolution mechanisms before pursuing external options.

Important Notes

• KEN ORRIS LLP is an unregulated law firmand does not provide regulated or reserved legal services.
• If your complaint relates exclusively to regulated or reserved work, please confirm with us for clarity or clarification before escalating it to a regulatory authority. This is a pre-condition you are deemed to have accepted before the escalation become valid.