Complaints Procedure

Julian Potter IP Limited strives at all times to produce work of the highest standard with a level of service to match. If despite this something happens which gives a client cause for complaint, we have a procedure for managing complaints as follows:

1) We will inform clients, in writing, at the time of their engagement about:

a. their right to complain about our work and associated fees;

b. how a complaint can be made and to whom;

c. and any right you have to make a complaint to the Legal Ombudsman and when you can make any such complaint

d. if you have made a complaint about our work or fees, we will aim to resolve the complain to your satisfaction within eight weeks from making the written complaint.

2) Any complaint concerning the work carried out or the service provided shall be made in writing and addressed as soon as possible to Julian Potter under our first tier procedure. Julian Potter will promptly investigate the complaint and advise you of the outcome of the investigation.

3) Complaints shall be made in writing to Dr. Julian Potter at:

a. Dr. Julian Potter, 5 Cuckoo Vale, Donkey Town, West End, Woking, GU24 9NQ, Surrey; and or

b. julian@jpip.co.uk.

Informal contact may be made via telephone or text on: (+44) 7740 47 1776.

4) If a complaint cannot be resolved and our complaints procedure has been exhausted within 8 Eight) weeks of making the written complaint, we will:

a. explain to you why we cannot settle the complaint; and

b. inform you of any right you have to complain to the Legal Ombudsman, the time frame for doing so and provide full contact details to do so.

5) Complaints will be dealt with promptly, fairly, and free of charge.

6) If you are a private individual, a very small business, (with fewer than 10 staff or a turnover or balance sheet value of less than EUR2 million or its sterling equivalent), or a charity, club or association (with annual income of less than £1 million) or a trust (with net asset value of less than £1 million) and it has not been possible to resolve the complaint satisfactorily, it is possible for you to refer the matter to the Legal Ombudsman, details of whose services can be found at www.legalombudsman.org.uk. The personal representatives or residual beneficiaries of an estate where a person with a complaint died before referring it to the ombudsman scheme may also refer the matter for review.

7) You also have the right to complain to the Intellectual Property Regulation Board (IPREG) in cases of misconduct. Guidance for making a complaint to IPREG may be found here.

8) However, Julian Potter IP Limited must be given an opportunity to resolve the complaint first.

March 2026