Complaints Policy

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure which is set out below. Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority.

What do to if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint

and

  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

 

BEOR WILSON LLOYD COMPLAINTS HANDLING PROCEDURE

We are committed to providing a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it. A complaint will arise when we have failed to provide you with reasonable level of service depending on the nature of your instruction.   This will help us to improve our standards.

If you have a complaint, please contact us with the details in writing.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our Client Care Manager (Currently Geoffrey Rees), who will review your matter file and speak to the member of staff who acted for you.
  3. The client care manager will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgment letter.
  4. Within three days of meeting, if we have not been able to resolve the matter, we will write to you to confirm what took place and any proposed solution.
  5. If you do not want a meeting or it is not possible, we will send you a detailed reply to your complaint, including his suggestion for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision.
  7. We will write to you with 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can then contact the legal Ombudsman no later than six months from the date of our final response or twelve months after becoming aware of the problem their contact details are:

PO box 6806 Wolverhampton WV1 9WJ.  Tel: 0300 555 0333.

Email: enquiries@legalombudsman.org.uk

Website: http://www.legalombudsman.org.uk

If calling from overseas +44 121 245 3050

If we have to change any of the timescales above, we will let you know and explain why.