Client Care
Client Care
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving our final response to your complaint
and
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information contact the Legal Ombudsman.
What to do if you are unhappy with our behaviour
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.
Contact details
Visit: www.legalombudsman.org.
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Complaints Procedure
The Procedure
It would be helpful to us if you could provide details of your concerns in writing (if you have not already done so). Your complaint should be addressed to the Firm’s Client Care Partner who is Harry Lipson at:-
Name: BPS Law LLP
Address: 4a, The Hive, 27-31 Sankey Street, Warrington WA1 1XG
Email address: harry.lipson@bpslaw.co.uk
If you prefer, you can arrange to speak to the Partner with overall responsibility for your case and who will accept initial responsibility for dealing with the complaint.
We have 8 weeks to consider your complaint. If we have not resolved it within this time, you may complain to the Legal Ombudsman.
Actions we will take
| 1 | We will acknowledge receipt of your complaint, enclose a copy of this procedure and will:· Seek any further information required.· Will advise the name and contact details of the Partner in charge who will handle your complaint. | Within 4 working days of receiving your complaint. |
| 2 | The Partner in charge will write to explain what action will be taken next and provide you with a timescale in which to deal with your concerns. | Within 4 working days thereafter. |
| 3 | We will then respond to your complaint and suggest ways of resolving the matter to our mutual satisfaction. | Within 3 working days of completing the review. |
| 4 | If you remain dissatisfied you can ask that the matter be reviewed by our Client Care Partner. | Within 7 working days of receiving our response. |
| 5 | After the review has taken place you will be informed of the outcome. | Within 5 working days of concluding the review. |
| 6 | The complaint will be recorded in our Central Register for monitoring and management purposes. | At conclusion. |
| 7 | If you are still not satisfied, you can contact the Legal Ombudsman at PO Box 6167, Slough SL1 0EH about your complaint. Any complaint to the Legal Ombudsman must usually be made within 12 months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman. |
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| 8 | Alternative complaint bodies such as Pro Mediate UK Limited (www.promediate.co.uk) exist which are competent to deal with complaints about legal services should both you and our Firm wish to use such a scheme. We agree to use such a scheme | |
Please note: – If we have to change any of the timescales above, we will let you know and explain why.
