Complaints Procedure

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 at this stage. 

Our Formal Complaint procedure: -

If you would like to make a formal complaint, please contact our Client Care Partner. You can contact him on +44(0)20 7356 0833 or via e-mail info@bandmlaw.co.uk. Making a complaint will not affect how we handle your matter.

What will happen next?

  1. Our Client Care Partner will send you a letter or an email acknowledging your complaint and ask you to confirm or explain the details of your complaint in writing. We endeavour to reply within two working days of us receiving your complaint.
  2. We will record your complaint in our central register and open a file for your complaint. We will do this within one working day of receiving your complaint.
  3. We will then start to investigate your complaint. This may involve one or more of the following steps.
  • we may ask the member of staff who acts for you to reply to your complaint within ten working days
  • we may examine their reply and the information in your complaint file. We may then ask them for more information. This will take up to five working days from receiving their reply and the file.
  • we will invite you to meet your Client Care Partner to discuss and hopefully resolve your complaint. We will do this within ten working days of receiving all the details we need from the member of staff who acted for you.
  • Within two working days of the meeting we will write to you to confirm what took place and any solutions we have agreed with you.

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.

Legal Ombudsman

If a client is still unsatisfied with the resolve received by the firm and the Client Care Partner, the client may take their complaint to the Legal Ombudsman.

Normally, you will have to bring your complaint to the Legal Ombudsman within 6 months of receiving a final response from us about your complaint.

Clients are provided with the details of the Complaints Procedure and contact details of the Legal Ombudsman, in the Terms of Business sent out to the client, at instruction of matter:

Contact details for Legal Ombudsman

The address of the Legal Ombudsman is: PO Box 6806, Wolverhampton, WV1 9WJ; telephone, 0300 555 0333 (Monday to Friday, between 9am and 5pm); or view their website at www.legalombudsman.org.uk, email enquiries to: enquiries@legalombudsman.org.uk