Complaints Procedure

Murgitroyd is committed to providing the highest standard of service to its clients. However, we recognise that, on occasion, difficulties or misunderstandings may arise. As a client, you are entitled to raise a complaint concerning the work carried out by Murgitroyd and/or the fees charged in connection with that work.

Where concerns arise, the purpose of Murgitroyd’s complaints procedure is to address them fairly, courteously and promptly.

In the first instance, if you have any concerns, you should raise them with the colleague responsible for the relevant matter so that the issues may be identified and, where possible, resolved.

If the matter cannot be resolved on that basis, it will be referred to the Chief Compliance Officer. At that stage, we will ask you to set out the outstanding issues of your complaint in writing.

What will happen next? #

We will endeavour to acknowledge receipt of your complaint within three working days, and will enclose a copy of this procedure. We will keep a full written record of your complaint and of the steps taken in response to it.

Your complaint will then be investigated. This will usually involve the Chief Compliance Officer reviewing the matter in full together with another senior member of staff.

The Chief Compliance Officer will consider any relevant files and discuss the matter with the colleagues who acted for you. Where necessary, we may request further information in order to properly understand and address your complaint.

Once we have received all necessary information for the investigation, the Chief Compliance Officer will endeavour to send you a detailed written response within one month, including any proposals to resolve the matter.

If we agree to take any steps to resolve your complaint, we will endeavour to do so within seven days of that agreement.

We aim to resolve any complaint to your satisfaction within eight weeks. If, however, the complaint cannot be resolved and Murgitroyd’s internal complaints procedure has been exhausted, we will write to you explaining why the complaint cannot be settled.

If your complaint remains unresolved #

If we are unable to resolve your complaint, you may refer the matter to IPReg and/or the Legal Ombudsman.

Any complaint referred to the Legal Ombudsman must be made within 12 months of the act or omission giving rise to the complaint, or within one year of the date on which you should reasonably have become aware that there was cause for complaint.

In addition, a complaint must ordinarily be referred to the Legal Ombudsman within six months of the date of our final written response explaining why we are unable to resolve the matter.

Any complaint made to IPReg must usually be submitted within 12 months of the alleged professional misconduct or of the date on which you became aware of it.

Details of the Legal Ombudsman and IPReg, together with the relevant contact information for making a complaint, are set out below.

IPReg: The Intellectual Property Regulation Board #

Any complaints should be addressed to:
Intellectual Property Regulation Board (IPReg), 20 Little Britain, London, EC1A 7DH
or submitted via the online form available at the following link:
https://ipreg.org.uk/complaint-form

The Legal Ombudsman #

You can contact the Legal Ombudsman at PO Box 15870, Birmingham B30 9EB; or by telephone on 0300 555 0333; via the website www.legalombudsman.org.uk or by email at enquiries@legalombudsman.org.uk.

This procedure was approved by the Leadership Team of Murgitroyd & Company Limited – April 2026.