Complaints Procedure

RIDAN IP is committed to providing a high standard of professional service. Making a complaint is free of charge and will not disadvantage a complainant in the conduct of an ongoing matter.

What is a complaint?

A complaint is any oral or written expression of dissatisfaction about services, fees, communication, delay, administration or professional conduct for which a response or remedy is sought.

How to complain

Complaints may be made by any reasonable method. If a complaint is to be made, making one in writing is preferred because that written record assists an accurate investigation.

Please provide, where available, your name and contact details, the relevant matter reference, a clear description of the concern, relevant correspondence and the outcome sought.

What happens next?

RIDAN IP will normally acknowledge a complaint within three working days. RIDAN IP will immediately consider whether the complaint identifies an urgent deadline, potential loss of rights, confidentiality or data-protection concern, conflict, insurance circumstance or another issue requiring protective action.

The Complaints Officer will review the relevant file, correspondence, instructions, invoices and other material needed to investigate the complaint. RIDAN IP is presently a sole-attorney practice, so a complaint concerning Dr Ritchie Lewis Daniel will initially be investigated by Dr Ritchie Lewis Daniel. Where appropriate, independent input may be obtained from a suitably qualified professional, insurer or legal adviser, subject to confidentiality and professional obligations.

RIDAN IP will normally seek to provide a substantive response within 20 working days after acknowledgement. If more time is reasonably required, RIDAN IP will explain why and provide an update. The internal process will be completed and a final written response issued within eight weeks after receipt of the complaint.

Possible outcomes

The final response will explain the investigation and findings, state whether the complaint is upheld in whole or in part, identify any remedy or corrective action and explain any relevant external route.

A remedy may include an explanation, apology, correction, additional work, fee reduction or waiver, refund, procedural improvement or another proportionate step, depending on the circumstances.

Legal Ombudsman

The Legal Ombudsman may consider eligible complaints about legal services, including service, communication, delay and fees. RIDAN IP must first have an opportunity to resolve the complaint.

An eligible complainant may normally contact the Legal Ombudsman after receiving RIDAN IP's final response or after eight weeks have passed without resolution. A referral must ordinarily be made within six months of RIDAN IP's final response and within one year of the act or omission complained about, or one year from when the complainant should reasonably have known there was cause for complaint. The Legal Ombudsman may apply exceptions under its Scheme Rules.

Legal Ombudsman website
Email: enquiries@legalombudsman.org.uk
Telephone: 0300 555 0333
Post: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

IPReg and professional conduct

IPReg deals principally with concerns about serious professional misconduct or breaches of its regulatory arrangements. Complaints about service, communication and fees are usually more suitable for the internal process and, where eligible, the Legal Ombudsman. IPReg cannot award compensation.

IPReg normally expects a concern first to have been raised through the regulated person's complaints process.

IPReg complaint form
Email: info@ipreg.org.uk
Telephone: 020 7353 4373
Post: Intellectual Property Regulation Board, 20 Little Britain, London EC1A 7DH

Confidentiality and personal data

Complaint information will be used to investigate and respond, comply with legal and professional obligations, manage risk, obtain professional or insurance advice and improve services. Further information is available in the Privacy Notice.

Reasonable adjustments will be made where required to enable a complainant to use this procedure.