Compliance

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.

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Commitment

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: [email protected]

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.

You can also discuss your matter with our regulator, the Solicitors Regulation Authority:

- By Post to SRA Report, The Cube, 199 Wharfside St, Birmingham B1 1RN
- By telephone 0370 606 2555
- By email at [email protected]

If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:

- By post at PO Box 6806, Wolverhampton, WV1 9WJ
- By telephone 0300 555 0333
- By email at [email protected]

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:

Small Claims Mediation (UK) Limited, 33 Leicester Road Blaby Leicester LE8 4GR
Telephone: 0116 284 8100
Website: www.small-claims-mediation.co.uk

If you have engaged our services online you can also submit your complaint via the European Commission Online Dispute Resolution Platform at https://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 1^st January 2022.

Worked with Avi and Matthew on many transactions and they never fail to deliver. Their service, knowledge and expertise is 2nd to none but their proactive approach sets them apart. Delighted to work with them time and time again.

Meir

We had a great experience working with Wale and Robert. Buying our flat went super smoothly and dealt with in courteous and professional way.

Yotam

I had the pleasure of working with David on some issues we had; from start to finish the experience was very good, and we got the outcome we needed as a company plus very good advice for the future. Overall a 5-star experience.

Effy

I worked with Graeme Fraser during the processing of my divorce filings. I found Graeme a measured person with wise counsel. I thoroughly recommend him to anyone faced with navigating what is for many a difficult and fraught journey. He handles difficult conversations with care and sensitivity and an appropriate amount of humor.

Peter

Needing a lawyer in a different country was a bit overwhelming living in the US. Graeme Fraser and Gemma Barnhurst were lovely to work with. They put me at ease and provided good counsel. I am glad I was referred to BBS Law by a friend and would recommend them to anyone else needing similar services.

BBS Law Client

After appointing BBS I was introduced to Kelly and Safiyah who would be looking after my property sale. I was impressed with them every step of the way, they kept me informed, avoided some potential issues and were thoroughly professional. What I like the most was the personable way they dealt with the matter, very attentive and always on hand to move things forward. A real pleasure to deal with thank you both.

Sean

Avi, Safiyah & Kelly have dealt with a number of transactions for me over the past few years. Their attention to detail is incredible. They are a hard working team who will ensure you get the deal done without any fuss. Emails get replied to, matters get dealt with swiftly and i was kept in the loop the whole time. If you would like to get the deal done in good time and with professionalism then look no further! I would highly recommend them and look forward to doing more business with them all in the near future.

Josh

I really cannot thank you enough for all your help and support. You have been nothing short of superb and I am incredibly grateful to have found you, as I am sure I would not have got this result if I had not. It's not just your in depth grasp of the law and intelligent, systematic approach that I will never forget, but also the kindness and humanity you showed me throughout. I appreciate it more than you know.

BBS Law Client Testimonial

Having recently worked with BBS Law to successfully conclude an Intellectual Property infringement case we were extremely happy with the services they provided.

David Bondt expertly guided us through the process and mediation, providing knowledgeable, professional and commercial support at all stages – thanks again David!

Baum Trading Limited

During a very difficult period in our business, we had to seek the help of a professional Law firm. We selected BBS Law Ltd following initial calls with Andrew Haffner and the Litigation Team. The support and unbiased guidance given by Andrew and the team guided us through many nightmare events. The extensive knowledge and professional support given to the complexities of the problem were well understood by BBS Law Ltd.