Our Complaints Procedure
Bridgford Law Limited aims to provide a high-quality service that meets your needs. We take complaints very seriously and we will deal with your concerns promptly and within a timescale that we hope will lead to a prompt resolution of the matter.
If at any point you become unhappy with the service we provide to you, then please inform us immediately so that we can do our best to resolve the problem for you.
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.
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 firstname.lastname@example.org. If your complaint is about the Managing Director please write to the Financial Director Lucy Whitaker at email@example.com. 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.
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 six years of the date of the act or omission about which you are concerned or within three years 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.
However, please note that from 1 April 2023 these time limits are changing. From the 1 April the Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9:00 to 17:00
Write: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Solicitors Regulation Authority
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.