Complaints procedure

We want you to be happy with the service you receive from us. If you are not happy with our service, please raise this with the attorney responsible for your work. They will try to resolve your complaint. If the attorney is not a partner of the firm, then your complaint will be handled by a partner who works with that attorney.

If, after taking the steps above, your complaint has not been resolved, please write to our firm’s Chair. You should explain the nature of your complaint and the reasons why you believe it has not been resolved.

The Chair will investigate your complaint, or appoint a senior colleague to investigate your complaint. They will consultyou throughout the investigation of the complaint and will write to you about the outcome of that investigation and of any remedy that the firm will apply.

If you are not satisfied with the outcome of the investigation and the complaint;

  • is about the conduct of an individual attorney or the firm and;

  • relates to an alleged breach of one or more of the rules set out in the codes of conduct of either the Intellectual Property Regulation Board (IPREG) or the European Patent Institute (EPI) then you can raise the matter with the appropriate organisation.

Alternatively, if you are an individual member of the public, or a very small business, charity, club or trust, and your unresolved complaint concerns the quality of service given by the firm, then you can raise the matter with the Legal Ombudsman.

Contact Information:

Kilburn & Strode LLP
Lacon London, 84 Theobalds Road, London, WC1X8NL
(mark the email “for the attention of the Chair of Kilburn & Strode LLP”)

The Intellectual Property Regulation Board
5th Floor, The Outer Temple
222-225 Strand, London WC2R 1BA
Tel: 020 7353 4373

The Legal Ombudsman
PO Box 15870
Birmingham B30 9EB
Tel: 0300 555 0333

The European Patent Institute
P.O. Box 260112
80058 München
Tel +49.(0)89.242052-0
Fax +49.(0)89.242052-20