Our complaints policy | Bolt Burdon Kemp Our complaints policy | Bolt Burdon Kemp

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Our complaints policy

We receive few complaints about our service but those we do receive are considered seriously and we will ensure that we respond promptly to any complaint.

Bolt Burdon Kemp LLP is committed to providing a professional, efficient and courteous service to all our clients.  If you feel that we have failed to meet these standards of service we want you to tell us.  We regard it as an opportunity to monitor and improve our quality of service.  We will investigate your concerns objectively.

What to do if you have a complaint about the service we have provided

If you are not happy with the service provided to you, you should contact the person normally dealing with your case or their supervising partner or manager. The name of the supervising partner or manager will be found on your initial correspondence or, if you don’t have this, then please contact the Compliance Manager, Amanda Garner at: compliancebbk@boltburdonkemp.co.uk

You will be provided with a copy of our complaints procedure and an approximate timescale of when you can expect a response.  Further information may be required from you.  If you have a preference for how this response is communicated to you please let us know.

The Compliance Manager will carry out an investigation and aim to resolve matters with you on an amicable basis. Please note that The Legal Ombudsman allows us a period of eight weeks from receipt of your complaint to try and resolve matters with you before they will agree to look into a complaint, however you will normally receive a response within six weeks of us receiving your complaint but if we need longer to investigate we will let you know.

If you are not satisfied with our handling of your complaint  you can ask  the Legal Ombudsman to consider the complaint. The Legal Ombudsman provides an independent, impartial and free service to members of the public, very small businesses, charities, clubs and trusts for resolving complaints against solicitors.  Please contact the Legal Ombudsman directly to clarify whether you can have your complaint considered. You must refer your complaint to the Legal Ombudsman no later than:

  • One year from the act/omission; or from when you should reasonably have known there was cause for complaint, or
  • Within six months of you receiving a final response from us to the complaint raised.

The Legal Ombudsman’s contact details are as follows:

Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

  • Legal Ombudsman
  • PO Box 6806
  • Wolverhampton
  • WV1 9WJ

Referral to the SRA

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 at www.sra.org.uk or at:

Solicitors Regulation Authority,
The Cube
199 Wharfside Street
Birmingham
B1 1RN

Telephone: 0370 606 2555 inside the UK or +44 (0)121 329 6800 from overseas

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