We want to provide you with the best possible service. However, if at any time you are unhappy or concerned about the service we have provided, or about our charges, please let us know as soon as possible so that we can do our best to resolve the problem.
We deal with complaints promptly, fairly and free of charge.
In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns. We will do our best to resolve any issues at that stage.
If you wish to make a formal complaint, please contact our Client Care Partner:
Mr Michele Menato
Email: michelem@bandmlaw.co.uk
Telephone: +44 20 3865 5437
Please set out, if possible, the details of your complaint, what you are unhappy about, and what outcome you are seeking. Making a complaint will not affect how we deal with your case.
We will acknowledge your complaint, investigate it, and provide a written response. We have up to eight weeks from receiving your complaint to investigate and respond. If we have not resolved your complaint within this time, or if you are dissatisfied with our final response, you may be able to complain to the Legal Ombudsman.
This generally applies if you are an individual, a business with fewer than 10 employees and turnover or assets below the applicable threshold, a charity or membership organisation with a net annual income of less than £1 million, a trustee of a trust with an asset value of less than £1 million, or if you fall into certain other categories. You can find out more from the Legal Ombudsman.
The Legal Ombudsman will consider your complaint independently and this will not influence how we handle your matter.
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 normally refer your complaint to the Legal Ombudsman:
- within six months of receiving our final written response to your complaint; and
- no later than one year after the date of the act or omission about which you complain, or no later than one year from the date on which you should reasonably have known that you had grounds for complaint.
If you would like further information, you can contact the Legal Ombudsman by:
- visiting: www.legalombudsman.org.uk;
- calling: 0300 555 0333 between 10:00 and 16:00;
- using Relay UK: 18001 0300 555 0333;
- calling from overseas: +44 121 245 3050;
- emailing: enquiries@legalombudsman.org.uk; or
- writing to: the Legal Ombudsman at PO Box 6167, Slough, SL1 0EH.
Alternative dispute resolution
If our complaints procedure has been exhausted and we cannot settle your complaint, we will provide you with the name and website address of an approved alternative dispute resolution body competent to deal with the complaint, and we will tell you whether we agree to use that body.
What to do if you are unhappy with our conduct
The Solicitors Regulation Authority can help if you are concerned about our professional conduct. This could include, for example, dishonesty, taking or losing your money, or treating you unfairly because of your age, disability or another protected characteristic.
The SRA’s website has information about raising concerns about solicitors and law firms: www.sra.org.uk
