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Complaints Procedure

LVW Law Complaints Procedure

Reporting as required by Rule 3.6.4 Advocates Practice Rules 2024

Complaints Register for the year ended 31 December 2025

Complaint Matter Number Received in Year Number Resolved in Year Unresolved at Year End
Fee Complaint 1 1
Service Complaint 2 2

Complaints

  1. Complaints in relation to the way in which your matter is handled, or the conduct of any employee of this firm should be addressed in writing firstly to Laurence Vaughan-Williams, the firm’s Complaints Officer.
  2. The Complaint is then to be logged into the Complaints Register.
  3. An acknowledgement of the complaint will be sent to the client within three working days of receipt.
  4. The Complaints Officer to review the Complaint within one week of receipt.
  5. Once reviewed, the Complaints Officer is to write to the client advising whether the Complaint is upheld and the reasoning for their decision.
  6. If the Complaint cannot be remedied at that instance, the Complaints Officer will refer your Complaint to an independent investigator being an independent firm of Advocates who shall investigate your Complaint and inform you of the outcome of their investigation within 28 days.
  7. In the event that the reviewing Advocate believes a client’s grievance should be with another person or entity, they shall advise the client of this as soon as reasonably practicable.
  8. Once a Complaint has been made, the Complaint and its grounds shall be reviewed by the Investigator. The Investigator has the right to speak to and interview any party they deem appropriate and necessary and shall be given any documents or information they deem necessary from any party. Once an investigation is complete, the Investigator must record his or her findings formally in writing with the outcome of the investigation being sent to both the client and LVW Law Limited.
  9. The Investigator reserves the right to extend the response period of 28 days if necessary, and must inform the client, the employee concerned and Mr Vaughan-Williams (if he is not being investigated) of this delay in writing with the reasons for such delay.
  10. After the completion of any investigation, the notes and report of the investigation shall be kept by LVW Law Limited for a period of 6 years.
  11. If you are dissatisfied with the outcome of your complaint as determined by the Investigator, you may refer any outstanding grievances either to the Isle of Man Law Society at 13 Mount Havelock, Douglas, Isle of Man IM1 2QG (please see www.iomlawsociety.co.im for further details).  Alternatively, you could refer to the Isle of Man Advocates’ Disciplinary Tribunal at The Tribunals Office, Isle of Man Courts of Justice, Deemster’s Walk, Bucks Road, Douglas, Isle of Man (please see the Isle of Man Government’s website for details of the Isle of Man Advocates Disciplinary Tribunal and how to make a complaint).
  12. The decision and all relevant correspondence are then to be logged into the Complaints Register of LVW Law Limited.

“Mediation rather than Litigation”

An LVW Law mantra

Key Contact

Laurence Vaughan-Williams

BARRISTER AT LAW AND ADVOCATE

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Hear what our clients have to say. Don’t just take our word for it…

  • "To Laurence and Elizabeth –words cannot express how grateful and indebted in you both we are.  Your belief and care for all of us is amazing and we could not ask for better friends and valued individuals …my family extend their gratitude as well from the UK and USA"

    D E & V E, LITIGATION/CRIMINAL

  • "Dear Laurence - I would like to extend my deepest gratitude and appreciation for representing me in such an outstanding, inspiring manner and fashion… A huge outstanding thank you and huge respect and blessings"

    L B, LITIGATION/CRIMINAL

  • "Thank you, Helen, for the work you have put into this sale.  It has been a pleasure to have you chivvying me on, ever patient"

    HEATHER C-K, CONVEYANCING CLIENT

  • "On behalf of my dad, and myself and my brother I would just like to say a massive thank you to Elizabeth for her prompt and efficient support for the EPAs for my parents. Elizabeth explained everything really clearly and expedited all the paperwork, even meeting us again in the evening to get all the paperwork signed and organised before my brother returned to Spain. We were blown away by your efforts. She also went above and beyond to ensure my mums EPA paperwork was signed this evening. We cannot thank her enough. Both my parents health has deteriorated rapidly recently and she was so kind, caring and also sensitive at a very difficult time for the family. Thank you so much Elizabeth."

    M W, PRIVATE CLIENT

  • "Thank you ever so much for your truly excellent service and amazing help throughout the whole process. And also, for always having responded so very fast. I am sure it can not possibly be done any better! My mum is also extremely pleased with your very good service and advice. It was lovely to meet you. I am sure we will back again, on another mission."

    R R, CONVEYANCING CLIENT

  • "I have known LVW Law for many years and needed their services again recently. I had returned to the Island after losing my parents and a divorce after a long marriage. They were approachable, kind, understanding and sympathetic and got me over the line of a complex purchase, alteration to my will, and drew up a new power of attorney. Thank you LVW Law!"

    C N, PRIVATE CLIENT

  • "In 2019 I sought the advice of Laurence Vaughan-Williams on Manx company law concerning a very complicated corporate structure. From the very beginning Laurence had a full grasp of the matter and gave sound and very helpful advice. We also had a telephone conference where Laurence, polyglot as he is, analysed the facts and the law, also with respect to foreign law aspects. Whenever I have again a problem on Manx company or tax law I will ask him for his advice and help."

    V T, CORPORATE CLIENT

  • “A highly professional, but approachable way of doing business. LVW made what could have been a difficult situation easy to deal with, and brought to a timely conclusion a matter which could have dragged on for much longer.”

    J C, CORPORATE CLIENT

  • “Laurence is incredibly thorough, commercially minded, and very dynamic. He is very creative in providing practical solutions to his clients. He is a true “master” in planning his case and delivery to the court. His experience and unbelievable persuasive powers allows judges to give considerable weight to his claim and very clear and precise presentation and his skill in cross-examination, which has to be seen to be believed.”

    C B L, APPELLANT

  • “He has given us – and others I know – outstandingly high quality legal and practical advice. He is the best man I know to have in your corner.”

    S B, COMMERCIAL CLIENT

  • "We have enjoyed working with Laurence and respect his knowledge of the law and in particular the commercial application thereof. We would highly recommend him."

    W G, CORPORATE CLIENT

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