At Yingke (London) Law Firm, we strive to provide our clients with the highest standards of service. However, we understand that there may be occasions when our clients are dissatisfied with the service they have received. We take all complaints seriously and are committed to resolving them promptly and fairly.

How to Make a Complaint:

Clients who wish to make a complaint should do so in writing, either by email or letter, addressed to:

Shu Qi
Yingke (London) Law Firm
1 King William Street
London EC4N 7AF
shu.qi@yingkelondon.co.uk
 

Information Required:

When making a complaint, please provide the following information:

Your name and contact details.
A clear description of the complaint, including relevant dates and details of any individuals involved.
Any supporting documents or evidence that you believe would assist in resolving the complaint.

Acknowledgement:

Upon receiving a complaint, we will acknowledge receipt within 7 working days. The acknowledgment will include the name and contact details of the individual handling the complaint.

Investigation:

We will thoroughly investigate the complaint, taking into account all relevant information and speaking with any individuals involved, if necessary. We aim to complete the investigation within 21 working days of receiving the complaint.

Resolution:

Once the investigation is complete, we will inform you of the outcome in writing. If we find that the complaint is justified, we will provide an explanation and, where appropriate, details of any remedial action we intend to take.

Appeals:

If you are not satisfied with the outcome of the complaint, you may request a review by writing to the Ms Shu Qi within 7 working days of receiving our response. Your appeal will be considered by a senior member of staff who was not involved in the initial investigation.

Confidentiality:

All complaints and their resolution will be treated confidentially, in accordance with our obligations under data protection legislation.

Monitoring and Review:

We will monitor complaints to identify any trends or recurring issues and take appropriate action to address them. We will also review our complaints policy and procedures regularly to ensure they remain effective.

If matter is still not resolved:

If the matter is still not resolved, you may be entitled to ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman investigates complaints about service issues with lawyers. 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 you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. Details on how to contact the Legal Ombudsman and further information can be found at https://www.legalombudsman.org.uk