COMPLAINTS

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Complaints Procedure

At Beachwood Solicitors, we are committed to providing you with the highest standard of service. However, if at any point you become dissatisfied or have concerns about the service you have received, please let us know as soon as possible so that we can address the issue promptly.

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How to Raise a Concern

In the first instance, we encourage you to contact the person handling your case to discuss your concerns. We will do our utmost to resolve any issues informally and swiftly.

If you wish to make a formal complaint, please write to us and request a copy of our full complaints procedure. Please be assured that making a complaint will not affect the way we handle your case.

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If We Are Unable to Resolve Your Complaint

If we are unable to resolve your complaint to your satisfaction, you may refer your complaint to the Legal Ombudsman, who will review your complaint independently. This will not affect how we handle your case.

Before the Legal Ombudsman will consider your complaint, they will expect you to have tried to resolve the issue with us first. You must refer your complaint to the Legal Ombudsman within the following timeframes:

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

• No more than six years from the date of the act or omission;
  or

• No more than three years from when you should reasonably have known there was cause for complaint.

For more information about the Legal Ombudsman, please contact:

Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333 (Monday–Friday, 9:00–17:00)
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

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Concerns About Our Behaviour

If you are concerned about our behaviour, for example, issues relating to dishonesty, misuse of your money, or discrimination, you can contact the Solicitors Regulation Authority (SRA). The SRA can help with concerns about professional conduct.

For more information on how to raise your concerns, please visit the SRA website: www.sra.org.uk/consumers/problems/report-solicitor.page

Please see our full Complaints Procedure on the next page.

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