BBZ Law LLP

City centre solicitors

Complaints Handling Policy

Commitment

The Partners of BBS Law are committed to conduct business in compliance with the highest professional standards and to complying with all laws, regulations and other requirements which govern us. We are committed to acting professionally, fairly and with integrity in all our business dealings and relationships. We acknowledge that we may not always get it right and so if something has gone wrong, including in relation to the bill, we ask that our clients tell us.

Scope

The scope of this policy embraces partners, all permanent and temporary employees, consultants and anyone who has any interests in the firm.

Approach

The company has set out the following approach in relation to complaint handling:

  • A complaint can be made in writing (by letter, fax or email) or verbally by telephone to our complaints partner Dov Black whose contact details are:

    Dov Black,
    Managing Partner
    BBS Law Ltd
    First Floor
    The Edge
    Clowes Street
    Manchester M3 5NA
    Telephone 0161 832 2500 Email: rdov@bbslaw.co.uk

  • To help us understand your complaint, and in order that we do not miss anything, please tell us:
    • Your full name and contact details
    • What you think we have got wrong
    • What you hope to achieve as a result of your complaint
    • Your file reference number if you have it
  • If you require help in making your complaint we will try to help you
  • We will record your complaint on our central register
  • We will write to you within five working days acknowledging your complaint, enclosing a copy of this policy
  • We will investigate your complaint. An investigation will usually involve:
    • Reviewing your complaint
    • Reviewing your file(s) and other relevant documentation
    • Speaking with the person who has dealt with your matter
  • We may require further information or documentation from you. We will ask that you provide the information to us within an agreed time period.
  • We will update you on the progress of your complaint at appropriate times.
  • We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or are unable to do so. We will be happy to discuss the matter with you on the telephone.
  • 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. Although we have up to eight (8) weeks in which to investigate and respond to a complaint, wherever possible we aim to do this within twenty one (21) days of the date of our letter of acknowledgement to you.
  • If you are unhappy with the outcome of our investigation please first let us know and we will review the matter.
  • If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:

Alternative complaints bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We agree to use Small Claims Mediation (UK) Limited, details of which are:

If you have engaged our services online you can also submit your complaint via the European Commission Online Dispute Resolution Platform at http://ec.europa.eu/odr.

What will it cost?

We will not charge you for handling your complaint.

Please note, if we have issued a bill for work done on the matter and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.

Both The Legal Ombudsman and Small Claims Mediation services are free of charge.

Review

This policy will be reviewed at least annually by the Partners or following changes to legislation in order to gauge its effectiveness and identify opportunities for continuous improvement. Correct as at 1st April 2018.