Complaints procedure

How to complain

Write to complaints@haldenrook.com or to the Complaints Partner at our London address, saying what you are unhappy about and what you would like us to do. If you are a client, you may also raise it with the partner responsible for your matter, who will pass it on if you would prefer someone else to deal with it.

What happens next

We will acknowledge your complaint within three working days and tell you who is dealing with it. That person will not have been involved in the matter you are complaining about. We will reply in full within twenty working days, or tell you why we need longer and when you can expect a reply.

If you are not satisfied with our reply, you may ask for it to be reviewed by the Senior Partner, who will reply within a further twenty working days.

Complaints about our narrative risk work

If your complaint concerns information we may hold about you in connection with our narrative risk or digital listening work, please write to privacy@haldenrook.com. We will deal with it under this procedure and under our privacy notice, and tell you which rights apply.

If you remain dissatisfied

If you are a client and we cannot resolve your complaint, our terms of business provide for mediation and, if that fails, for the courts of England and Wales or of the State of New York, depending on which office acted for you. If your complaint concerns personal information, you may also complain to your local data protection authority.