The complaint will be investigated by a person of sufficient competence who, wherever possible, was not directly involved in the matter which is the subject of the complaint.

This person will have the authority to settle the complaint and to offer redress where the complaint is upheld.

Lewis Waterman may decline to consider any complaint that is made more than 6 months after the complainant became aware of the cause of complaint.

Lewis Waterman will send a written or electronic acknowledgement of a complaint within 5 days of receipt, giving the name or job title of the individual handling the complaint, together with details of our internal complaints handling procedures.

Lewis Waterman will, within 4 weeks of receiving a complaint, send the complainant either: A final response; or a holding response explaining why we are not yet in a position to resolve the complaint and indicate when we will make further contact, which will always be within 8 weeks of receipt of the complaint.

Lewis Waterman will, by the end of eight weeks after receipt of a complaint, send the complainant either: A final response; or a response which explains that we are still not in a position to make a final response, giving reasons for the further delay and when we would expect to produce a final response; or inform the complainant that they may refer the complaint to the Ministry of Justice if the complainant is dissatisfied with the delay giving contact details to do this.

Where redress is appropriate we will provide the complainant with fair compensation for any acts or omissions for which we are responsible and comply with any offer of redress which the complainant accepts.

Appropriate redress will not always involve financial redress. It may involve an apology, an offer to redo the work or the refund of a fee. Where financial redress is deemed appropriate, it may include a reasonable rate of interest.