Complaints Procedure – Burnham Law Practice Ltd

We are committed to providing you with the highest possible standard of service. However, if at any point you are unhappy or concerned about the service we have provided, please inform us as soon as possible so that we can do our best to resolve the issue promptly.

In the first instance, it may be helpful to contact the person handling your matter to discuss your concerns, and we will endeavour to resolve any issues informally where possible. If you would prefer to make a formal complaint, please email the Client Care Team by email at clientcare@burnhamlaw.co.uk who will assist with any queries.

Please be assured that making a complaint will not affect how we handle your matter and we take every complaint seriously.

 

What to Do If We Cannot Resolve Your Complaint

If we are unable to resolve your complaint to your satisfaction, you may refer your complaint to the Legal Ombudsman, who will review your complaint independently.

Before the Legal Ombudsman will accept a complaint, they will confirm that you have first attempted to resolve the matter with us.

You must refer your complaint to the Legal Ombudsman:

  • Within 6 months of receiving our final written response; and
  • No more than 1 year from the date of the act or omission complained about; or
  • No more than 1 year from the date when you should reasonably have known there was cause for complaint

Contact details for the Legal Ombudsman:

 

What to Do If You Are Unhappy With Our Behaviour

The Solicitors Regulation Authority (SRA) regulates solicitors and law firms. You may wish to contact the SRA if you are concerned about our conduct, for example:

  • Dishonesty
  • Misuse of client money
  • Unfair treatment, including discrimination

The SRA does not deal with issues of poor service (these are handled by the Legal Ombudsman).

You can raise your concerns with the SRA via “Reporting a solicitor or firm” on the SRA website:
www.sra.org.uk

It is not our policy to make any charges for assisting in resolving client care issues.

Complaints about website content.

If you wish to make a complaint about material published on the website, you can do so to info@burnhamlaw.co.uk

Please note the Terms of Use for Burnham Law Practice before making a complaint.