A Complaint is an important part of maintaining trust, accountability, and professional service. At IP Tractus, we recognize that clients expect not only strong legal expertise but also clear communication and fairness. When it is raised, we treat it as a serious matter, handled with confidentiality and efficiency.

Our team of Technology Lawyers follows a structured process that allows client concerns to be addressed quickly and fairly. Whether it is a minor misunderstanding or a more serious grievance, we aim to resolve the matter in a way that protects client rights and strengthens confidence in our firm.

We recognize that misunderstandings can happen or expectations may not always be met. In such cases, raising it allows us to take immediate corrective action. Addressing client concerns benefits both the client and our firm in several ways:

• Ensures problems are resolved quickly.

• Encourages transparency and open communication.

• Provides constructive feedback for continuous improvement.

• Reinforces our commitment to client satisfaction.

For us, it is not just a problem—it is a chance to listen, learn, and deliver better service. This is why our client concerns policy is designed to protect your rights and ensure your voice is always heard.

We encourage clients to raise issues as early as possible. The first step in the procedure is to contact the Lawyer handling your file. This allows matters to be addressed informally before they escalate.

• Speak directly with the Lawyer about the issue.

• Clearly explain what the concern is and how you would like it resolved.

• The Lawyer will note down your feedback and aim for a swift resolution.

This informal stage is often the quickest way to resolve matters and avoids unnecessary delays. Many clients find that simply raising a concern directly helps to clear misunderstandings immediately.

If the issue cannot be settled informally, it can move into the next stage: formal Complaint submission. At this point, we request a Written Account of the grievance.

Your Written Account should include:

• A clear description of the matter.

• Details of any earlier attempts to resolve it.

• The outcome you would like to see.

This can be submitted via email or registered post. Once received, it becomes part of our official records and will be handled under our structured resolution process. By documenting your concern, we ensure that nothing is overlooked and that your perspective is fully considered.

Our handling framework provides clear and fair timelines. The review process generally follows three stages:

1. Lawyer’s Response – A written reply to your Concern.

2. Director’s Response – If the reply does not satisfy you, the matter is escalated to a Director.

3. Appeal Decision – If needed, you may appeal, and a final decision will be provided.

We aim to stay within these timelines. However, if a delay is unavoidable, we will inform you in writing, explain the reason, and provide a new timeframe. This structured approach ensures accountability and gives clients confidence that their concerns are being taken seriously.

Every Complaint is approached with respect, discretion, and professionalism. Our objectives include:

• Treating client issues fairly and consistently.

• Maintaining confidentiality throughout the process.

• Using feedback to strengthen our services.

• Building long-term trust with every client.

At IP Tractus, our resolution policy reflects our dedication to transparency and high standards. By reviewing and learning from every grievance, we continue to refine our practice and deliver better results.

At IP Tractus, we encourage clients to maintain open communication throughout their engagement with us. If matters arise, our structured procedure ensures that they are handled quickly, fairly, and transparently. By raising concerns, you help us serve you better and uphold the high standards we promise.

For more information about our services, visit our Technology Law Seervices page or contact us directly. You can also review external resources such as the SRA or the Law Society’s Complaints Guidance Your concern matter , and here we are here to resolve them with professionalism and care.