Complaints Policy

Our complaints policy

BG Solicitors LLP is committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. Whenever possible, please raise any initial client care problems with the person acting on your matter to give them the opportunity of resolving matters with you. Often matters can be quickly resolved in this way.

Our complaints procedure

If you have a concern or a complaint that has not been dealt with to your satisfaction by the person handling your case or their supervising partner, please contact us as soon as you are aware of the problem so this can be addressed. Please head your letter complaint and send it to:

Miriam Barber
Lauriston House
Town Hall Square
Grimsby
DN31 1JB

To help us understand your complaint, please provide the following information:

Your full name and contact details
Your file reference number and the name of the person dealing with you matter
What you think that we have got wrong

What will happen next?

We will send you a letter acknowledging receipt of your complaint within three working days of our receiving the complaint, enclosing a copy of this procedure.
We will then investigate your complaint. We will do this by reviewing your complaint as well as your file. We will also talk to the person dealing with your matter. We will do this within eight weeks of receiving your initial complaint.
We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint.
If you are unhappy with the outcome of our complaints handling procedure, you can ask the Legal Ombudsman to consider your complaint. We hope that this does not become necessary and that we can resolve matters between ourselves. The Legal Ombudsman’s contact details are:

Address: PO Box 6167, Slough SL1 0EH
Telephone: 0300 555 0333 – from 8.30 am to 5.30 pm
E-mail: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

You must refer your concerns to the Legal Ombudsman within six months of receiving a final written response from us about your complaint and within the following timescales:

no later than one year from the date of the act or omission about which you are complaining occurring; or

– no later than one year from the date you should reasonably have known there were grounds for complaint.

Please note that the Legal Ombudsman service is not available to a business (other than a micro-enterprise as defined by the European Union), a charity or club/association/organisation that has an annual income net of tax of more than £1 million or a trustee of a trust that has an asset value of more than £1 million.

Complaints in relation to bills

The complaints procedure above also applies to complaints arising concerning our bill. There may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974; the Legal Ombudsman may not consider a complaint about a bill if you have applied to the court for assessment of that bill.

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.