Complaints Procedure

We take any complaints or client dissatisfaction very seriously.

If there is ever anything which you are not happy with then please do not hesitate to contact our Client Care Partner, Sarah Newcombe, on 0116 289 7000 or by email at Further details of our formal complaints’ procedure are outlined below:

If you make a formal complaint, we have eight weeks to consider your complaint.

What will happen next?

1. Within three days we will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate, we will suggest a meeting at this stage. 

2. We may then record your complaint in our central register and will also investigate your complaint by examining the relevant file, which should take no longer than 28 days. 

3. If appropriate we may then invite you to meet Sarah to discuss and hopefully resolve your complaint. If we do not consider it appropriate or if you do not want to meet Sarah, we will write fully to you setting out our views on the situation and any redress that we would feel to be appropriate.

4. At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 14 days. This will happen in one of the following ways.

  • Sarah will review their own decision;
  • We will arrange for a partner of the firm who has not been involved in your complaint to review the decision;
  • We will ask our local law society or another local firm of solicitors to review your complaint (we will let you know how long this process will take); or
  • We will invite you to agree to independent mediation (we will let you know how long this process will take).

We will let you know the result of the review within five days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons.

The Legal Ombudsman

If we have not informed you of our final decision within eight weeks, you have the right to complain to the Legal Ombudsman.

If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).

The Legal Ombudsman can be contacted as follows:

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

Where you have raised a complaint and this has been resolved (whether through our formal complaints procedure or via the Legal Ombudsman), you agree that you won’t make or publish any adverse or derogatory comments about us or any of our staff.

Other than where required by an order of any court of competent jurisdiction or any regulatory, judicial, governmental or similar body, the details of your resolved complaint will remain confidential.

Complaints referred by the Legal Ombudsman

You must first raise a complaint with us before lodging it with the Legal Ombudsman and follow the complaints set out above. If you approach the Legal Ombudsman before our procedures are complete, the Legal Ombudsman will immediately refer the complaint back to our Client Care Partner, Paul Davis/Sarah Newcombe. Our normal complaints procedures will then be followed.

BHW Solicitors is authorised and regulated by the Solicitors Regulation Authority (SRA).

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