Complaints Procedure

We strive to deliver the best possible service to our clients and aim to maintain successful working relationships with all our professional partners. However, we recognise that sometimes things can go wrong, and when they do we want to be made aware of it so we can take all reasonable steps to remedy the issue and see that it is not repeated.

How to raise an issue with us

If you would like to raise a complaint with us about our work or a member of our staff, you can either phone us on 020 7554 3830 and ask to speak to our Practice Manager or send an email to If you submit a written complaint please include as many relevant details as possible, including the project name (where applicable) and your daytime contact telephone number and email address.

What will happen after you have raised a concern?

Once we have received your complaint the following process will be followed:

  1. If you submit your complaint verbally over the phone it will be recorded in writing and forwarded to the Director in Charge of the appropriate office.
  2. On receipt of the formal complaint, the Director will investigate the issue and consider what action should be taken. The Director will contact you by phone to discuss the issue within 10 working days of receiving the complaint.
  3. Following this telephone call the practice will then formally respond to your complaint in writing. We will endeavour to provide a written response within 30 days of receipt of the original complaint, however if we find that it is going to take longer we will let you know when a full written response can be expected.
  4. Once we have provided a written response to your complaint, the Director in Charge will make a follow-up call within 2 weeks to establish whether any further action is required.