Should you wish to raise a complaint we would ask that you put full details of the complaint in an e-mail or letter to our Complaints Partner Dervla Nash at Dervla.firstname.lastname@example.org or BGW Solicitors 57 High Street Shepton Mallet Somerset BA4 5AQ.
1. Upon being notified of the complaint we will acknowledge receipt of your complaint within 5 working days of receiving it enclosing a copy of this policy.
2. Dervla Nash will then review the relevant file and may discuss the complaint with the person who handled your matter. She may also contact you to discuss your complaint or to request further information from you she will also provide an estimate of the date when she expects to be in a position to fully reply.
3 Usually you will receive a full written response within 21 working days of our acknowledgement of your complaint. You will be asked to confirm within 14 days that you accept the decision made or to make any further comments. You will receive a reply to any further comments within 10 working days of our receipt of those comments. Sometimes due to the complexity of the complaint or in the absence of the people involved it may take longer to consider matters. If that situation arises you will be contacted and given an update and a revised time estimate for the conclusion of your complaint.
4 We hope that we will be able to resolve any complaints to your satisfaction but if you are dissatisfied you are entitlement to complain to the Legal Ombudsman. Their contact details are The Legal Ombudsman PO Box 6167, Slough, SL1 0EH Telephone 03005550333. www.legalombudsman.org.uk Please note that you should contact the Legal Ombudsman within 6 months form the end of this complains process or they may not be able to investigate your complaint.