Complaints Policy
We are committed to maintaining the highest professional standards and providing a high quality legal service to all our clients. A complaint can show us how to do better. If something goes wrong, we want to know about it and put it right as quickly as we can.
We define a complaint as being an oral or written expression of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience or other detriment.
If you want to make a complaint, please contact our complaints director. If you have special needs which we should take into account due to language or disability, please let us know. If you do need to complain, we will deal with it according to our complaints procedure, a copy of which is available on request.
Complaints procedure
Introduction
We are committed to maintaining the highest professional standards and providing a high quality legal service to all our clients. A complaint can show us how to do better. If something goes wrong, we want to know about it and put it right as quickly as we can.
The aim of the formal complaints process is to resolve a problem to the satisfaction of the person making the complaint.
Our complaints contact is Suleman Khan who can be contacted at the office on 0845 838 7089 or by email on skhan@brmlegal.co.uk. If you have special needs which we should take into account due to language or disability, please let us know. We aim to deal with complaints according to the following timetable.
Complaints process timetable
| Action | Timescale |
| Acknowledge the complaint in writing and send a copy of the complaints procedure | Within fifteen working days of receiving the complaint |
| Invite you to a meeting or to discuss the issues by telephone | Within twenty working days of receiving the complaint |
| Confirm the outcome of the meeting or telephone conversation in writing | Within five working days of the meeting/telephone conversation |
| Investigate the issues | Within twenty five working days of receiving the complaint |
| If a meeting/telephone discussion is not possible or required: investigate the issues | Within twenty five working days of receiving the complaint |
| Write to you with the outcome |
Within 30 working days of receiving the complaint |
|
Invite you to a meeting with our complaints panel |
Within 35 working days of receiving the complaint |
| Review and close the complaint | Within 40 working days (8 weeks) of receiving the complaint |
If you do not agree with the outcome of our complaints process, you can then complain to the Legal Ombudsman. Complaints to the Legal Ombudsman must usually be made within six months of our final response to your complaint.
The Legal Ombudsman can investigate complaints for up to six years from the date a problem occurred or within three years from when you found out about the problem.
The address is PO Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk.
Complaints
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service 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. If you would like to make a formal complaint, then you can read our full complaints procedure here. [link to Complaints policy and Complaints Procedure] Making a complaint will not affect how we handle your case.
What do to if we cannot resolve your complaint.
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
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 take your complaint to the Legal Ombudsman within the following timescales:
- Within six months of receiving a final response to your complaint; and
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
The Solicitors Regulation Authority (SRA) can help you if you are concerned about our behaviour. If you are concerned that we haven’t adhered to the SRA Code of Conduct information on how to report your concerns can be found here www.sra.org.uk/consumers/consumers.page. The contact details for the SRA are:
Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham
B1 1RN
Telephone: 0370 606 2555
From overseas: +44 (0)121 329 6800
Email: report@sra.org.uk
If we enter into a contract with you and/or you become our client of our firm by electronic means (such as by e-mail or online) then, in addition to any rights of redress you may have through the Legal Ombudsman, you may be entitled to use a EU online dispute resolution platform to assist with any complaint or dispute you may have about our services. This online platform can be found at ec.europa.eu/odr