Complaints Procedure
Bains Solicitors is committed to providing the best possible service to its clients. You may feel that we have not got it right 100% of the time. If this is the case, please contact us directly in the first instance so that we can look to correct any issues. Please contact the member of staff working on your case initially.
If the fee earner working on your case is unable to resolve the issue, contact should be made with Richard Bolch (richard.bolch@bainssolicitors.co.uk) so that he can do his best to resolve the problem for you. Your complaint will be acknowledged within three working days and investigated. A meeting shall be offered within 14 days of acknowledgement to try to resolve the matter. If unresolved we shall look to ask someone unconnected with the firm to try to resolve the matter. We will keep you updated in writing throughout this process.
If we are unable to resolve your complaint, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
The Legal
Ombudsman’s Details
Telephone:
0300 555 0333
Website:
www.legalombudsman.org.uk
Post: Legal Ombudsman,
PO Box 6167 Slough SL1 0EH
Solicitors Regulation Authority
If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please contact the SRA or visit: