ISOLAS COMPLAINTS PROCEDURE

We strive to provide an attentive, efficient and professional service to all our clients. In the unlikely event of a problem arising or you being dissatisfied with the service provided or a fee note you have received, our complaints procedure is set out below:

  1. Initially you should raise your concerns with the Supervising Partner (if any) identified in the Engagement Letter who will strive to deal with such concerns promptly and to your reasonable satisfaction where possible;
  2. In the event that no Supervising Partner has been identified in the Engagement Letter or you remain dissatisfied and wish to make a formal complaint you should contact our Chief Executive Officer Marcus Killick at marcus.killick@isolas.gi who will strive to deal with such concerns and investigate your complaint promptly and to your reasonable satisfaction where possible and provide you with a written response; and
  3. If you are still not satisfied once your complaint has been investigated and we have provided you with our final written response, you may lodge a complaint with the Registrar of the Supreme Court who may in turn refer the Engagement to the Admissions and Disciplinary Committee appointed for this purpose by the Chief Justice of the Supreme Court of Gibraltar.