Our complaints handling policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we
need you to tell us about it. This will help us to improve our standards.
If you have a complaint, we have a two stage process.
- We are confident that the majority of complaints can be dealt with quickly by an open and constructive discussion. If you are dissatisfied with the service you have received, please raise your complaint with the Complaints Manager (as identified within the Scope of Work provided at the outset of your case).
- The Complaints Manager will acknowledge your complaint within 3 working days of receiving details of your dissatisfaction and you will be provided with a copy of this policy. The Complaints Manager will inform our Complaints Officer that a complaint has been made.
- The Complaints Manager will then seek to resolve the issue in discussions and/or communication with you.
- The outcome will be confirmed to you in writing within 15 working days of the date on which the formal complaint has been received.
- If you are still not satisfied, you should contact us again within 5 working days to request a review of your complaint by sending an email to firstname.lastname@example.org marked to the attention of our Complaints Officer, Gareth Williams, Director of BMA Law, who will arrange for your complaint to be fully investigated.
- The Complaints Officer will acknowledge your email within 3 working days, then review the matter and write to you within 25 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If you remain dissatisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. The Legal Ombudsman allows us a period of eight weeks to resolve your complaint and generally requires that a firm’s complaints procedure has been exhausted with the client. If the Legal Ombudsman is satisfied that the firm’s proposals for resolving a complaint are reasonable, it may decline to investigate further. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at www.legalombudsman.org.uk. The email address is email@example.com and overseas callers may telephone on +44 121 245 3050, Minicom 0300 555 1777.
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.