Complaints Policy

1. Purpose of this Policy

As a freelance solicitor regulated by the Solicitors Regulation Authority (SRA), I am committed to delivering a high standard of legal services. If something goes wrong, I want to know so that I can address the issue promptly, put things right, and improve the service I provide.

This policy explains how you can raise a complaint and how it will be handled.

2. How to Make a Complaint

You can raise a complaint in any of the following ways:

  • Email: ‍bmw@bmwlegal.co.uk

  • Telephone: 07424 976589

  • In writing: 18 Churchwood Road, Manchester, M20 6TY

If you have any accessibility, communication, or language needs, I will make reasonable adjustments to support you in raising your concerns.

3. Information That Helps Me Investigate

To help me understand and respond to your complaint, please provide:

  • your name and preferred contact details

  • a clear description of the issue

  • relevant dates, documents, or evidence

  • what outcome you are seeking

However, I will not refuse to consider your complaint if you cannot provide all of this information.

4. How Your Complaint Will Be Handled

Stage 1: Acknowledgement

I will acknowledge your complaint within 5 working days of receiving it.

Stage 2: Investigation

I will:

  • review your file and any relevant correspondence

  • consider the issues you have raised

  • contact you if further information is needed

As a freelance solicitor, I do not have additional staff to allocate to the investigation, but I will approach your complaint with independence, fairness, and an open mind.

Stage 3: Response

I aim to provide a full written response within 20 working days.

If the matter is complex and requires more time, I will:

  • explain the reason for the delay

  • provide a revised timescale

My response will set out:

  • a summary of your complaint

  • the findings of my investigation

  • any steps I will take to resolve the issue

  • information about your right to escalate the complaint

5. If You Are Not Satisfied

Legal Ombudsman

If you remain dissatisfied after receiving my final response, or if I have not resolved your complaint within eight weeks, you may refer your complaint to the Legal Ombudsman.

The Legal Ombudsman can investigate complaints about poor service. They will normally expect you to raise your complaint with me first.

Time Limits
You must usually refer your complaint to the Legal Ombudsman within:

  • one year from the date of the act or omission you are complaining about, or

  • one year from when you should reasonably have realised there was a problem

Contact details:
Legal Ombudsman
PO Box 6167
Slough SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk‍ ‍
Website: www.legalombudsman.org.uk

Solicitors Regulation Authority (SRA)

The SRA can help if your concern relates to professional conduct, such as dishonesty, discrimination, or breaches of SRA Standards and Regulations.

They do not deal with complaints about service quality.

Website: www.sra.org.uk

6. Learning From Complaints

I record all complaints and review them periodically to identify:

  • service improvements

  • communication issues

  • procedural changes

  • training needs

This helps me continually improve the service I provide.

7. Confidentiality and Data Protection

All complaints are handled confidentially and in accordance with UK GDPR and the Data Protection Act 2018.

Information will only be shared where necessary to investigate the complaint or where required by law.

8. Unreasonable or Vexatious Complaints

I am committed to dealing with complaints fairly and respectfully.

However, I may restrict communication where behaviour becomes unreasonable, abusive, or persistent. Any such decision will be proportionate and clearly explained.