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Complaints Policy

We are committed to providing a high-quality legal service. However, there may be times when something does not go as expected. If something has gone wrong with the service received, or in relation to our charges, please tell us so that we can do our best to put it right.

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Please raise any concerns as soon as possible after they arise. This helps us to investigate the issue properly and improve the service we provide.

 

How to complain

If you are unhappy with our service, we encourage you to speak first to the person working on your matter and explain your concerns.

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If that does not resolve your complaint, or if you do not feel able to speak to that person, please contact our Client Care Partner or our Practice Manager:

 

Client Care Partner

Craig Burman
Telephone: 0113 547 2888
Email: craig.burman@burmanlaw.co.uk

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Practice Manager

Ashley Burrow

Telephone 0113 547 2888

Email:  ashley.burrow@burmanlaw.co.uk

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We will arrange for the complaint to be reviewed by Craig or another suitable person, or by an external reviewer if that is more appropriate.

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Details to include with your complaint

To help us understand your complaint, please provide:

  • your full name, contact details and file reference, if you have one;

  • the details of your complaint;

  • how you would like us to resolve your complaint; and

  • how you would prefer us to contact you.

 

If you need help making your complaint, or require any reasonable adjustments, please let us know. We will make reasonable adjustments where required and will take reasonable steps to assist you.

 

How your complaint will be handled

We will aim to acknowledge your complaint within five working days of receiving it and provide you with a copy of this policy. If the person usually responsible for complaints is unavailable, we will arrange for another appropriate person to acknowledge your complaint or update you as soon as reasonably practicable.

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A written response will be provided as soon as reasonably practicable and, where possible, within 28 days of acknowledging the complaint.

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If more time is required, you will be informed of:

  1. the reason for the delay;

  2. the further steps required; and

  3. the expected date for the response.

 

In any event, we aim to provide a final written response within eight weeks of receiving the complaint.

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We will investigate your complaint by:

  • reviewing and clarifying the details of your complaint, if necessary;

  • asking you for further information, if required;

  • reviewing all relevant documents and correspondence; and

  • speaking with the person who dealt with your matter, where appropriate.

 

We may invite you to a call or meeting to discuss your complaint. This may take place by telephone, video conference or in person. You do not have to attend a meeting if you do not wish to do so.

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At the end of our investigation, we will write to you with the outcome of the complaint and explain what, if anything, we propose to do to resolve it. If you remain dissatisfied, our final response will also explain any right you may have to refer the complaint to the Legal Ombudsman.

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There is no charge for the time we spend dealing with your complaint. Making a complaint will not affect how we deal with your matter or matters.

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If we cannot resolve your complaint

If we have not resolved your complaint within eight weeks of receiving it, or if you are dissatisfied with our final response, you may be able to ask the Legal Ombudsman to consider the complaint independently.

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The Legal Ombudsman usually expects complaints to be brought:

  • within six months of our final response to your complaint; and

  • within one year of the date of the act or omission complained about; or

  • within one year of the date when you should reasonably have known that there was cause for complaint.

 

The Legal Ombudsman does not charge you for dealing with complaints. 

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The Legal Ombudsman investigates complaints about service provided by lawyers. The Legal Ombudsman will decide whether you are eligible to have your complaint considered.

 

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

Website: www.legalombudsman.org.uk

Telephone: 0300 555 0333, between 09:00 and 17:00

Email: enquiries@legalombudsman.org.uk

 

If your complaint relates to our charges, you may also have the right to apply to the court for an assessment of our bill under Part III of the Solicitors Act 1974. There are time limits for making such an application. The Legal Ombudsman may not consider a complaint about a bill if you have applied to the court for assessment of that bill.

We do not agree to use an alternative dispute resolution provider other than the Legal Ombudsman.

 

Complaints about conduct

The Legal Ombudsman deals with complaints about poor service. The Solicitors Regulation Authority (“SRA”) can deal with concerns about professional misconduct or breaches of regulatory obligations.

Examples of issues that may be reported to the SRA include dishonesty, taking or losing client money, or treating someone unfairly because of age, disability or another protected characteristic.

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Further information is available on the SRA’s website at www.sra.org.uk

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