About Deloitte Legal has been saved
About Deloitte Legal
The way lawyers advise their clients has changed little in decades. But now, technological innovations are fundamentally transforming the delivery of legal services. At the same time, organisations, and their in-house legal teams, are under constant pressure to do ‘more for less’ while simultaneously facing the dual challenges of a heightened regulatory environment and an increasingly globalised landscape.
We believe this requires a new approach to providing legal services. One where the outcome isn’t just advice, but an innovative solution that combines legal expertise with market-leading technology, scale delivery and consulting capabilities.
That’s why Deloitte Legal in the UK brings together over 350 top-flight lawyers, consultants and technology experts. People who understand the implications of digitisation, big data, AI, robotics and platform-based business models in today’s world. In addition, because our clients’ needs generally span more than one country, our team is part of a global network of more than 2,000 Deloitte Legal professionals who collaborate seamlessly across more than 80 countries worldwide.
So whether a client needs to manage the risks of moving to the cloud, navigate data protection and IP rights, maximise opportunities to grow their business or develop the workforce of the future, we can help.
We also assist clients seeking to transform their in-house legal function, we provide innovative scale delivery solutions and we use technology to harness legal knowledge in ways that ensure in-house legal teams are delivering the best possible service to their own business. At Deloitte Legal, we combine our considerable legal, technological, scale delivery and consulting expertise to create the flexible and holistic solutions that our clients need.
Deloitte Legal is already helping clients realise the benefits of a new approach to the delivery of legal services. Why not see how Deloitte Legal can help you experience the future of law, today.
Deloitte Legal means the legal practices of Deloitte Touche Tohmatsu Limited member firms or their affiliates that provide legal services. For legal, regulatory and other reasons, not all member firms provide legal services.
Deloitte LLP is authorised and regulated by the Solicitors Regulation Authority to provide certain legal services under SRA number 646135. Services provided by Deloitte LLP under the Deloitte Legal brand may therefore include SRA regulated services (e.g. legal advisory) and non-SRA regulated services (e.g. legal consulting, legal managed services and certain company secretarial and entity management services).
If Deloitte LLP is providing SRA regulated legal services and holds client money on your behalf in a general client account in relation to those services, interest will be paid on all cleared funds, subject to a de minimis amount of £20, except if another agreement has been agreed between yourself and Deloitte LLP in writing. The rate or rates applicable will be at least equivalent to the rates earned on a HSBC client money bank account. Details of our full interest policy can be provided on request.
The following information summarises how we handle client complaints relating to services we provide, and activities we undertake, which are regulated by the Solicitors Regulation Authority (‘SRA’).
Which services and activities are regulated by the SRA?
Deloitte LLP is a multi-disciplinary practice authorised and regulated by the SRA. A multi-disciplinary practice is a body licensed by the SRA which provides a range of different services. Only certain legal advisory services we provide are regulated by the SRA.
Where we deliver legal services to a client which are regulated by the SRA, we will inform that client in writing identifying which legal services are subject to regulation by the SRA and the implications of such regulation. More information about the SRA’s policy on multi-disciplinary practice and what constitutes an SRA regulated service can be found here.
SRA regulation also applies to the activities of certain individuals including any solicitor who provides services to you, and other people who have been involved in the provision of SRA regulated services.
Information on the regulations of the SRA and the SRA’s Code of Conduct can be found at www.sra.org.uk.
Who to contact if you have a complaint or concern
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service you have received then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance you can raise the matter with the practising solicitor, lawyer or other person responsible for supervising the service. If you would like to raise a formal complaint you can do so by contacting the practising solicitor, lawyer or other person responsible for supervising the service or by contacting our Compliance Officer Roger Wightman for Legal Practice. Raising concerns or making a complaint will not adversely affect how we handle your matter.
Investigating a complaint
We aim to deal with complaints promptly, fairly, and openly to determine whether a remedy is appropriate. We shall seek to resolve complaints at the earliest opportunity with the aim of doing so within 8 weeks of receipt. We will aim to acknowledge your complaint promptly (generally within 5 business days) in writing.
Within 8 weeks of receipt of a complaint, we will either:
(i) send a final response which upholds the complaint and, where appropriate, offers redress;
(ii) send a final response which reject the complaint and gives reasons for doing so;
(iii) respond explaining that we are not in a position to make a final response, giving reasons for the delay and indicating when we expect to be able to provide a final response.
Our response will inform you that, if you are still not satisfied, you may be entitled to refer the matter to the Legal Ombudsman. We will provide full contact details for the Legal Ombudsman and a warning that the complaint must be referred to the Legal Ombudsman within 6 months of the date of our final written response.
What to do if we cannot resolve your complaint
The Legal Ombudsman may be able to help you if we are unable to resolve your complaint ourselves. The Legal Ombudsman may consider complaints in respect of SRA regulated activities. Further, as Deloitte LLP is a multi-disciplinary practice authorised and regulated by the SRA, the Legal Ombudsman has the remit to consider complaints in respect of other services which it may consider to be legal services. Further guidance on this, can be found at http://www.legalombudsman.org.uk
Before accepting a complaint for investigation, the Legal Ombudsman will check that you are eligible in accordance with their Scheme Rules and have tried to resolve your complaint with us first. If you wish to take your complaint to the Legal Ombudsman you must do so:
- Within six months of receiving a final response to your complaint; and
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them using the following methods:
Call: 0300 555 0333 between 9.00 and 17.00.
Contact: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Concerns about our behaviour
The Solicitors Regulation Authority can help if you are concerned about our professional conduct or behaviour. This could be for things like treating you unfairly because of your age, a disability or other characteristic, losing money, or not acting honestly.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
We are also regulated by the Institute of Chartered Accountants in England and Wales (the “ICAEW”). An explanation of the mechanisms that operate in respect of a complaint to the ICAEW may be obtained at www.icaew.co.uk or by writing to the ICAEW. To contact the ICAEW write to The Professional Standards Office, Level 1, Metropolitan House, 321 Avebury Boulevard, Milton Keynes, MK9 2FZ.
You also have certain rights of appeal to the UK courts in relation to our fees under the Solicitors Act 1974. You should note that if all or part of a bill remains unpaid we may be entitled to charge interest.
A written version of this complaints procedure is available on request.
Deloitte regularly monitors its diversity data. For Deloitte Legal this also includes complying with the regulations set by the Solicitors Regulation Authority (SRA) by whom we are regulated. Download our report which captures our 2021 diversity data as per our submission to the SRA.