Complaints procedure

At BLV Law Ltd we are committed to ensuring that you receive an individual and high quality legal service.

We would hope that the service that you receive is satisfactory but would want you to tell us immediately should you be unhappy with the service that has been provided to you.

We would ask that you in the first instance refer your concerns to the fee earner dealing with your matter. If the concerns you have are not dealt with in a satisfactory manner then the complaints procedure can be instigated.

We set out below the procedure for assistance should you wish to instigate the Firm’s complaints procedure and that is as follows:

1. You can advise us that are unhappy by telephone, email or in writing in the first instance. We would, however, ask that your concerns be put in writing, if not do so in the first instance.
2. Your complaint will be immediately referred to Lisa Binnion (or Cozette Lindsay-Veal should the concerns relate to Lisa Binnion).
3. Your written correspondence will be acknowledged within 2 working days of receiving the same.
4. Your complaint will be logged in our central register of complaints and a separate file dealing specifically with your complaint will be opened.
5. Your complaint will then be investigated by asking for a response from the fee earner who dealt with your matter. The fee earners comments will be requested withing 5 working days.
6. Once the fee earners comments have been received your file will be reviewed and any further enquiries will be made. This process may take a further 3 days to complete.
7. You will be contacted by the person dealing with your complaint who will attempt to resolve matters with you over the telephone and/or in writing.
8. If you wish to arrange a meeting this can be arranged at a convenient time to discuss the issues raised.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help 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 you complaint to the Legal Ombudsman.

• Within 6 months of receiving a final response to your complaint

and

•  No more that 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.

Contact Details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority (/consumers/problems/report-solicitor/).