Complaints policy

BP LEGAL SOLICITORS COMPLAINTS PROCEDURE

We are committed to providing a high-quality level of service to all our clients.  If you are unhappy with the service you have received, we need you to tell us about it.  This will help us to address any issues, errors or misunderstandings, and to improve our standard of service to you.

If you have a complaint, please forward this directly to the solicitor dealing with your matter, or if you prefer, please forward your complaint to our complaints director of the firm –  Bhumika Parmar.

What will happen next?

1. Once we receive your complaint, we will acknowledge receipt of the same in writing within seven working days (which shall exclude Bank Holidays) from the day of receipt. Please note – The time limits stated above are subject to change due to closure of the office during Christmas/New Year Period and/or staff annual/sick leave, and/or any other legitimate reason.
2. We will then investigate your complaint. This will normally involve the complaints director reviewing your file and investigating the facts of the matter with the member of staff who acted for you.
3. Within 21 working days of sending you the acknowledgement letter, our complaints director will invite you to a meeting at the office to discuss your complaint with a view to resolve the same. If you do not want a meeting or it is not possible, our complaints director may offer to discuss the matter by telephone instead.
4. Within seven working days of the meeting / any telephone conversation we have with you, our complaints director will write to you to confirm the contents of the meeting / telephone call and any solutions agreed with you.
5. In any case she will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 working days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for appropriate alternative such as review by another local solicitor or mediation to review the decision.
7. We endeavour to resolve your complaint within eight weeks, after which the you may refer your complaint to Legal Ombudsman for resolution.

Remedies

Various options are available depending on the seriousness of the complaint which are listed below for your attention:

1. We may offer an apology
2. Offer compensation for specific losses or general inconvenience
3. Offer to reduce the bill
4. We may resolve the specific problem where possible.

We will consider any remedies that you have requested while managing your expectations.  We will not charge a you for handling your complaint.

8. We will write to you within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
9. If after 8 weeks, your complaint has not been resolved, you may refer your complaint to Legal Ombudsman for resolution. You can contact the Legal Ombudsman at Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact them on 0300 555 0333. Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.
10. Solicitors Regulation Authority – The Solicitors Regulation Authority can help you 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. You can raise your concerns with the Solicitors Regulation Authority by visiting their website at www.sra.org.uk, by writing to them at: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN or by telephone on 0370 606 2555 (inside the UK) or from overseas on +44 (0)121 329 6800.

Time Limits

11. If we have to change any of these timescales, we will let you know and explain why.

Confidentiality

12. You must treat complaints, and any information received during the course of dealing with complaints, with utmost confidentiality.

Monitoring compliance with this policy

13. The Compliance Officer for Legal Practice (COLP) and the complaints manager/Director of the firm – Bhumika Parmar are jointly responsible for this policy. All staff must be aware of and adhere to the policy. All staff will receive training on the requirements of the policy. Complaint Files will be kept under regular review. If you notice a breach with this policy you must inform Bhumika Parmar.
14. We will review this policy regularly—at least annually and will provide information and/or training on any changes we make.
15. Please note, we will treat a complaint about our bill in the same way as any other complaint.