Client care

Complaints & client care

If something isn’t right, we want to know. Here is how to raise a concern and what happens next.

[Draft: wording to be approved by our solicitor before launch]

Our commitment to you

We explain your options and our costs clearly, in writing.
We keep you updated at each step and reply to messages within [two] business days.
We keep your information confidential and agree with you on how it is safe to contact you.
You can ask for an itemised bill at any time.

STEP 1

Most concerns are resolved quickly. Call us or email us and tell us what happened and what you would like us to do. You can ask for a meeting.

STEP 2

We acknowledge your complaint within [two] business days and aim to respond in full within [14] days. We will tell you if we need longer and why.

STEP 3

You can contact the Office of the NSW Legal Services Commissioner (OLSC). It is free and independent, and also deals with disputes about legal costs.

The OLSC handles complaints about NSW lawyers and disputes about legal costs. Time limits can apply to costs disputes, so contact them early.

Raising a concern will never affect how we treat you or your matter.