Complaints Handling Procedure

In this Complaints Handling Procedure the words “we”, “our” and “us” mean BMD LAW. The firm is authorised and regulated by the Solicitors Regulation Authority.

BMD LAW is committed to promoting equality and diversity. This Complaints Procedure will be applied in accordance with our Equality and Diversity Guidance and Policy. Should you require an adjustment to be made to our complaints process, then you should not hesitate to request the same and we will do all that we can to accommodate your needs.

Our complaints policy

We are committed to providing a high quality legal service to all our clients. However, we also accept that mistakes, misunderstandings, delays and other errors can occur.

When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

We will not charge you for handling your complaint.

What will happen next?

Once you have completed a complaints form or we have received a letter setting out your complaint we will:-

• send you a letter acknowledging receipt of your complaint, within 5 working days of us receiving your complaint.

• investigate your complaint. This will normally involve passing the file to the Complaints Manager Jeffrey Garland, who will review the matter.

• You will then be invited to a meeting to discuss and hopefully resolve your complaint. This will be done within 14 working days of sending you the acknowledgement letter.

• Within 5 working days of the meeting, we will write to you to confirm what took place and any solutions or remedies agreed with you. Such solutions or remedies may include but are not limited to,

- An oral or written apology

- A review of our policies and procedures

- An appropriate and proportionate reduction in our fees

- An appropriate and proportionate refund of our fees

• If you do not want a meeting or it is not possible to hold one, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within twenty one working days of sending you the acknowledgement letter.

• At this stage, if you are still not satisfied, you should contact us again and we will discuss the possibility of an appeal to the alternative Complaints handler

• You will be advised of the outcome of the review within five working days of the end of the review.

• If you are still not satisfied, you can then contact the Legal Ombudsman at enquiries@legalombudsman.org.uk or PO Box 15870, Birmingham B30 9EB, about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of receiving our final written response about your complaint or within 12 months of the act or omission about which you are complaining occurring (or you becoming aware of it). Further information can be obtained from the Legal Ombudsman (tel: 0300 555 0333 or enquiries@legalombudsman.org.uk).

If we have to change any of the timescales above, we will let you know and explain why.