Complaints Policy

We are committed to providing a high quality legal service to all our clients. If you are dissatisfied with our service or if you have concerns about our work we need you to tell us about it.

Complaints Procedure

If you have any concerns, please raise them in the first instance with the person dealing with your matter. If that does not resolve the problem to your satisfaction or if you prefer to speak to someone else, please contact the Supervising Partner referred to in our Letter of Engagement. If you are still not satisfied, please contact the firm’s Client Care Manager whose contact details are:

Angeli Dunkerley
Churchward House
Fire Fly Avenue
Swindon
SN2 2EY
Tel: 01793 615011
Email: clientcare@blbsolicitors.co.uk

What happens next?

  1. We will acknowledge your complaint in writing. You can expect to receive our written acknowledgement within 2 working days of us receiving your complaint.
  2. Our acknowledgement will confirm the timescale in which you can expect to receive a full response. The Legal Ombudsman provides us with 8 weeks to investigate and reply in full to a complaint, but it is our practice to do so in a much shorter timescale wherever possible. This will usually be within 21 days wherever possible.
  3. We will record your complaint in our central register and open a file for your complaint.
  4. Once investigations are completed, whoever has been dealing with your complaint will write to you with a detailed written response.
  5. If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. Their contact details are: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ (telephone number 0300 555 0333 – between 9am and 5pm). Email: enquiries@legalombudsman.org.uk. Issues relating to alleged professional misconduct, as opposed to complaints about our service, should be referred to the Solicitors Regulation Authority, whose contact details are available here.