Our Complaints Procedure

Bridgford Law Limited aims to provide a high-quality service that meets your needs.  We believe we achieve this most of the time but if we are not getting this right, please let us know. We take complaints very seriously and we will deal with your concerns promptly and within a time scale that we hope will lead to a prompt resolution of the matter.

Informal Resolution

If you are not happy with an individual in the organisation, sometimes it may be possible to resolve the issue by dealing with that member of staff directly. If you feel this is difficult or inappropriate or the issue does not relate to an individual then please speak to one of our directors Lucy Whitaker or Maria Moore.

Often we will be able to give you a response straight away but where the matter is more complicated we will give you a response within 5 working days to try and resolve the matter.

Written complaint

If you are not satisfied with our response or wish to raise the matter more formally please write to the Managing Director Maria Moore at [email protected].  If your complaint is about the Managing Director please write to the Financial Director Lucy Whitaker at [email protected]. All written complaints will be logged in a Register.

Timescales for dealing with your complaint:

  • 2 working days – You will receive a written acknowledgement of your complaint
  • 28 working days – We will conduct a full investigation into your complaint and give you a reply setting out our findings and how we propose to deal with the matter.
  • 56 working days – Complex Cases – If the matter is complex and cannot be resolved within 28 days you will be advised accordingly within the 28 day time period and be provided with a timescale of when the matter will be concluded which will be up to a maximum of 56 working days from the date of your complaint.

Complaints Information

The Legal Ombudsman can help you 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 your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint; and
  • No more than 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.

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9:00 to 17:00

Email: [email protected]

Write: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Complaints Information

You also have the right to make a report to the Solicitors Regulation Authority (SRA).

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.

To make a report see: http://www.sra.org.uk/consumers/problems/reportsolicitor.page or contact the SRA at Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN, Tel: 0370 606 2555.