Complaints
Client Complaints Procedure
We are committed to providing clients with the best possible service, and also to addressing and learning from any issues raised with us.
If at any point you are unhappy or concerned about the service we have provided (or declined to provide), please inform us immediately, so that we can do our best to resolve the problem.
Most complaints can be resolved informally, and in the first instance it may be helpful to raise any concerns with the lawyer who is working on your case. They will do their best to resolve any issues swiftly and amicably.
If you would like to make a formal complaint, however, you can follow the procedure below. Please be assured that raising concerns or making a formal complaint will not affect how we handle your case.
Complaints Procedure
We have eight weeks to consider your complaint (although we will often be able to respond considerably more quickly). If you are not satisfied after this, you may complain to the Legal Ombudsman (see below for contact details).
- You can make a formal complaint in writing (by email or in hard copy addressed to Bellevue Law, 9 Dallington Street, London EC1V 0LN), or by telephone (020 3432 2110). You can complain to the lawyer who is working on your case or, if you prefer, to the firm’s Chief Operating Officer, Kay Osborne (kay@bellevuelaw.co.uk) and/or Principal, Florence Brocklesby (florence@bellevuelaw.co.uk)
- We will acknowledge receipt of your complaint in writing, usually within three working days of receiving it, enclosing a copy of this procedure.
- Kay Osborne will usually investigate your complaint, normally by reviewing your matter file.
- Kay will then invite you to a meeting to discuss your complaint, with a view to ensuring we understand it fully, and to agreeing a resolution if possible. She will usually do this within 14 days of sending you the acknowledgement letter.
- Kay will write to you to confirm the discussion which took place, any solutions proposed by each party, any resolution agreed and/or the firm’s formal response to the complaint, usually within 7 days of the meeting.
- If you do not want a meeting or it is not possible for us to meet, Kay will send you a formal response to your complaint, including suggestions for resolving the matter, usually within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should inform Kay, stating the reason(s) for your dissatisfaction, Kay will arrange for her decision to be reviewed, usually by the firm’s Head of Legal Practice, Susanne Hartigan. Susanne will normally conduct her review by reviewing your complaint, the notes of any meeting to discuss the complaint, and the written response provided.
- Susanne will write to you, usually within 21 days of receiving your request for a review, confirming the outcome of her review and explaining the reasons.
- If you are still not satisfied, you may contact the Legal Ombudsman (see below).
- Where appropriate, we may vary this process including (without limitation) by having the investigation and/or review conducted by a different member of our team (or an external investigator) or by making reasonable adjustments to ensure the process is accessible to complainants.
The Legal Ombudsman
The Legal Ombudsman may be able to help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently. Please be assured that this 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 six months of receiving a final response to your complaint and no more than one year from the date of act/omission, or one year 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
PO Box 6167, Slough SL1 0EH
The Solicitors Regulation Authority
The Solicitors Regulation Authority can help you if you are concerned about our behaviour, for example because you are concerned about dishonesty or lack of integrity, taking or losing your money or discrimination.
You can raise your concerns with the Solicitors Regulation Authority.
This formal complaints procedure is available to clients, prospective clients and former clients of the firm. Certain other stakeholders can raise concerns via our Stakeholder Concerns Procedure Click here.