What to do if you have a complaint
Keystone Law is committed to providing a high-quality legal service to all our clients. When something goes wrong, we need to address the problem and your concerns.
In the first instance it may be helpful to contact the member(s) of the firm acting for you. Naturally, they will do their best to resolve any issues.
If you wish to make a formal complaint, then you may do so in accordance with our Complaints Policy. Making a complaint will not affect our instructions and the services we provide to you, though it may cause a conflict. This is explained in our Complaints Policy.
This firm and all the advocates in it are regulated by the Isle of Man Law Society. If your concern relates to compliance with our professional rules (for example, regarding matters of honesty, protecting any money we hold for you or treating you unfairly because of your age, a disability or another characteristic), then you can still ask us to address this directly or through our Complaints Policy. In the alternative, you are entitled to raise your concerns with the Isle of Man Law Society directly. You can click here for the contact details of the Isle of Man Law Society.
What do to if we cannot resolve your complaint
We will deal with your complaint in accordance with our Complaints Policy. Usually this will involve seeking to resolve the matter with you commercially or our investigating your complaint and our issuing you with our findings in the form of a complaint determination letter. Our complaint determination letter will contain the results of our investigation and explain what further steps you can take. If we do not do this, or if we do but not to your satisfaction, then you may approach the Isle of Man Law Society directly. You can click here for the contact details of the Isle of Man Law Society.
Complaints Record
During the year 1 January 2024 to 31 December 2024, we have received the following complaints which were required to be resolved under our Complaints Procedure:
| Category | Received | Resolved | Referred to Law Society |
| Conduct | 0 | 0 | 0 |
| Costs excessive | 0 | 0 | 0 |
| Costs information deficient | 0 | 0 | 0 |
| Criminal activity | 0 | 0 | 0 |
| Data protection/breach of confidentiality | 0 | 0 | 0 |
| Delay | 0 | 0 | 0 |
| Discrimination | 0 | 0 | 0 |
| Failure to advise | 0 | 0 | 0 |
| Failure to advise correctly | 1 | 0 | 0 |
| Failure to comply with agreed remedy | 0 | 0 | 0 |
| Failure to follow instructions | 0 | 0 | 0 |
| Failure to investigate complaint internally | 0 | 0 | 0 |
| Failure to keep informed | 0 | 0 | 0 |
| Failure to keep papers safe | 0 | 0 | 0 |
| Failure to progress | 0 | 0 | 0 |
| Other | 0 | 0 | 0 |