Do you have a concern about how we have performed?
We are committed to providing services that meet the highest professional standard and have policies and procedures aimed at ensuring that we do so.
However, we are aware that despite our best efforts instances may arise where you may feel that you have not received the standard of service or work that you expect from us. If this happens then we would like to know about it as soon as possible. We give our assurance that all complaints will be treated seriously.
If you have a complaint about the standard or timeliness of our service or work, the cost of our work or any other concern relating to the firm you may wish, in the first instance, to discuss the matter with the person who has the overall responsibility for the services we provide to you. If you do not wish to refer your complaint to that person, or you are not satisfied with that person's response to your complaint, you may refer your complaint in writing to our Client Care Partner.
Client Care Partners
Our Client Care Partner is Richard Johnstone, a Partner of the firm. Complaints will generally be referred to him. If you would prefer to speak with another lawyer, you can contact our alternative Client Care Partner, Amanda Douglas.
Our undertaking to you
We promise to treat every complaint seriously and to provide a prompt and substantial response
If the complaint deals with the level of our fees, we will reassess the reasonableness of the fees taken, including an assessment of whether the services provided value for money to you and whether they were necessary and in your interest.
We are committed to resolving any issues as soon as possible.
If you are not satisfied
If, despite our best endeavours to deal with a complaint, you remain unsatisfied, or, if you are not satisfied with progress being made in dealing with your complaint, you may raise the matter at any stage with the Law Society which operates the Lawyers Complaints Service. To do so, phone 0800 261 801 and you will be connected to the nearest Complaints Service Office, which can provide information and advice about making a complaint. The full contact details are as follows:
New Zealand Law Society
26 Waring Taylor Street
PO Box 5041
P +64 4 472 7837 or 0800 261 801
F +64 4 473 7909