BBW is committed to maintaining the highest professional standards and providing a high quality legal service to all our clients.   

We want to give you the best possible service.  However, if at any point you become unhappy or concerned about the service that we have provided, then you should inform us immediately so that we can do our best to resolve the problems. 

In the first instance, it may be helpful to contact the person who is handling your case to discuss your concerns, and we will do our best to resolve any issues at that stage.  If you want to make a complaint, please contact our Complaints Handling Solicitor, Cathy Braddish by telephone on 01438 342517 (direct dial), email to c.braddish@bbwlaw.biz, or post to Forum Chambers, The Forum, Stevenage, SG1 1EL.  If you have special needs which we should take into account due to language or disability, please let us know.

Making a complaint will not affect how we handle your case.  The aim of the formal complaints process is to resolve a problem to the satisfaction of the person making the complaint. 

If you wish to raise a formal complaint, we will usually deal with it according to the following process and timetable:-

Action Timescale (from receipt of complaint)
Acknowledge the complaint in writing, send a copy of the Complaints Policy, and refer to the relevant Head of Department Within 2 working days
If required, invite you to a meeting or to discuss the issues by telephone Within 5 working days
Investigate the issues  
Write to you with the outcome Within 4 weeks
If you remain dissatisfied, review (usually by the Complaints Handling Partner), write to you with the final response to your complaint, and close the complaint case Within 8 weeks

In the event that your complaint relates to a Head of Department or the Complaints Handling Solicitor, a slightly different process will be followed but the same timetable as previously mentioned will apply. In this case you will be informed of the process when your complaint is acknowledged. 

The Solicitors Regulation Authority can assist you if 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 on website http://www.sra.org.uk/consumers/problems.page

If we are unable to resolve your complaint ourselves, you can then complain to the Legal Ombudsman.  

Complaints to the Legal Ombudsman will be looked at independently and it will not affect how we handle your case.  Before we open 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 a final response to your complaint.  The Legal Ombudsman can, however, investigate complaints for up to six years from the date that the problem occurred or within three years from when you should reasonably have known that there was cause for a complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am-5pm

Email:   enquiries@legalombudsman.org.uk

Address: PO Box 6806, Wolverhampton, WV1 9WJ