Complaints

Hogan Lovells is committed to providing the highest quality of service to our clients.  If you are a client and have any concerns about the service we have provided to you, including about a bill, please raise them with us, so that we can discuss them with you and try to resolve them quickly. Initially, we suggest that you contact the partner who is handling your matter, or your relationship partner, who will be happy to discuss your concerns with you.  

Alternatively, if your complaint relates to Hogan Lovells' practice outside the Americas, you may contact Hogan Lovells International LLP's General Counsel, Nick Atkins ([email protected]) (+44 20 7296 2074), who will also be able to provide you with information about how your complaint will be handled and, if relevant, a copy of the written complaints procedure applicable to Hogan Lovells' practice in England and Wales. For complaints relating to Hogan Lovells' practice in the Americas, you may contact Hogan Lovells US LLP's General Counsel, Maggie Hedges ([email protected]) (+1 202 637 4838).

The following information relates primarily to clients of the London office:

If the matter is still not resolved at the conclusion of our complaints process, you may be entitled to ask the Legal Ombudsman of England and Wales (www.legalombudsman.org.uk) to investigate your complaint. You can contact the Legal Ombudsman by phone (0300 555 0333), by email ([email protected]) or by writing to:

Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ

The Legal Ombudsman service applies primarily to complaints relating to legal practitioners regulated in England and Wales and is open to all individuals and certain small businesses, charities, clubs, societies, associations and trusts.  There are time limits for making such an application, generally within six months of our final written response to your complaint. For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at [email protected].

You have the right to complain about a bill, and may be able to challenge a bill by applying for an assessment of the bill under Part III of the Solicitors' Act 1974. The Legal Ombudsman may decide not consider a complaint about a bill if you have already applied to the Court for assessment of the bill. If all or part of a bill remains unpaid for more than one month we may be entitled to charge interest on the outstanding amount, calculated at an annual rate equal to the rate for the time being applied to judgement debts, unless otherwise agreed with you.

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.