La Fosse is committed to providing a high-level service to our customers and clients. If you do not receive satisfaction from us, we need you to tell us about it. This will help us to improve our standards. We ensure that making a complaint is as easy as possible and we treat complaints as a clear expression of dissatisfaction with our services, calling for immediate action to be taken.
Complaints procedure
In the first instance, we ask for complaints to be resolved informally. Should this not be possible, complaints must be made formally in writing, by either an email or letter to Katherine Holmes, Head of Legal using the following details:
Postal address: La Fosse Associates, 1st Floor, 11-19 Artillery Row, London, SW1P 1RT
Email address: katherine.holmes@lafosse.com
Your complaint should contain the following information:
- Your full name and contact details;
- Explain the issue as clearly and fully as possible, including any action taken so far; and
- Names of the employees, clients or customers involved; and the resolution sought.
Next steps
We will record your complaint upon receiving it.
We endeavour to send you an acknowledgment of your complaint within 5 working days and confirm what will happen next. This will be communicated by either letter or email, depending on how the complaint was received. We will also let you know the name of the person who will be dealing with your complaint.
We may need to verify your identity and may request additional information/documentation from you.
We will then investigate your complaint. This will normally involve the following steps:
- Reviewing your complaint;
- Speaking with you;
- Establishing the relevant facts;
- Speaking to the person/s you have dealt with and any other relevant parties; and
- We may request further information or documents from you as appropriate.
We will let you know of the outcome of this review within 10 working days of acknowledgement. However, if you have raised a request for access to information held about you on our system (“Subject Access Request”), we may take up to one month to respond to you, subject to the UK GDPR.
If we have to change any of the time scales above, we will let you know and explain why.
Monitoring and Review
This policy was last reviewed in April 2025.
The Head of Legal will monitor the effectiveness and review the implementation of this policy, regularly considering its suitability, adequacy, and effectiveness. Any improvements identified will be made as soon as possible.
Internal control systems and procedures will be subject to regular audits to provide assurance that they are effective.