Client Complaints Handling Procedure Konexo Singapore

Our Policy

We are committed to providing the very highest quality of legal service to all of our clients. If something goes wrong, we want you to tell us about it so that we can address the issue with you and resolve the matter to your satisfaction.

How to make a complaint

If you are unhappy with any aspect of the service which you have received or the costs which you have been charged, you can raise your concerns immediately with the person who has had conduct of your matter; your client contact; or any member of your client service team. You were supplied with their contact details when you first instructed us. However, we understand that you may wish your concerns to be more formally investigated – particularly if your complaint relates to the client contact or you are unhappy with any response you have already received. If you want your complaint to be formally investigated, please set out your complaint in writing including

Your full name and contact details;

Details of where you feel Konexo Singapore failed to act appropriately;

What you hope to achieve as a result of your complaint; and

The file reference number connected to the conduct which has caused your complaint.

All complaints should be sent to: The Head of Legal and Regulatory Compliance, Eversheds Sutherland (International) LLP, Bridgewater Place, Water Lane, Leeds, LS11 5DR. OR Email: Risk and Compliance

Complaints about Costs

If your concern relates to a bill, please reach out to Joan Oh, Head of Konexo Asia here

What will happen next?

We will send you a written acknowledgement of your complaint enclosing a copy of this policy within three working days of receiving it.

Responsibility for investigating your complaint will be assigned to the member of the firm best placed to carry out the investigation. He/she will normally review the file and speak to those who carried out the

If appropriate, you may be invited to a meeting to discuss, and hopefully resolve, your complaint. If we propose a meeting, you will be contacted within 14 days of the sending of the acknowledgement letter

If a meeting takes place, we will write to you within three days after it takes place confirming what took place and setting out any solutions which were agreed with

Once our investigation is complete, we will send you a detailed reply to your complaint setting out any suggestions for resolving the matter. We would normally expect to send this reply within 21 days of sending you the acknowledgement letter. If we are not able to send you a full reply within that period, we will update you and tell you when we expect to be able to write to you again

Costs

We will not charge you for handling a complaint. Please note that where you do not pay a bill we may be entitled to charge interest on any amount outstanding.