Complaints
Client satisfaction is important to me.
Please contact me with any comments you would like to make on any aspect of my service, including how I can improve my service. Giving negative feedback can be an uncomfortable conversation to have – I know that, and I thank you in advance for what it costs you to contact me.
If you have any complaints or concerns…
If you have any concerns or complaints about my services, please raise them as soon as possible with me.
I will try in good faith to resolve the matter with you in a way that is fair to all concerned. I'd always rather you raised a concern with me directly first — most things are easier to sort out than people expect, and I'd genuinely rather have that conversation.
But you don't have to go through me.
If you’d prefer to contact someone else…
If you would rather contact someone else, feedback or concerns may be directed to:
Antony Hamel
antony@bondlaw.co.nz
The Law Society exists precisely so you have somewhere independent to go, whether that's to make a formal complaint or just to check whether something feels right. Here's how that works.
You can go directly to the Law Society
The Law Society has a complaints service. They will help you to lodge a concern or make a formal complaint. You can call the 0800 number for guidance, or you can contact them directly using the details below.
Law Society Complaint Process Contact Details
Lawyers Complaints Service, PO Box 5041, Wellington 6140, New Zealand
The Law Society's client care and service information
Whatever legal services your lawyer is providing, they must:
- Act competently, in a timely way, and in accordance with instructions received and arrangements made
- Protect and promote your interests and act for you free from compromising influences or loyalties
- Discuss with you your objectives and how they should best be achieved
- Provide you with information about the work to be done, who will do it, and the way in which the services will be provided
- Charge you a fee that is fair and reasonable, and let you know how and when you will be billed
- Give you clear information and advice
- Protect your privacy and ensure appropriate confidentiality
- Treat you fairly, respectfully, and without discrimination
- Keep you informed about the work being done and advise you when it is completed
- Let you know how to make a complaint, and deal with any complaint promptly and fairly
The obligations lawyers owe to clients are described in the Rules. Those obligations are subject to other overriding duties, including duties to the courts and to the justice system.
Questions or concerns
If you have any questions, please visit www.lawsociety.org.nz or call 0800 261 801.
There is no cost to you in raising a complaint with the Law Society. They are friendly and helpful. Please contact them even if you just want to check if something is usual — they will give you guidance if you have concerns.