Complaints Procedure

BDM Legal Limited is committed to providing a high-quality legal service. If you are unhappy or concerned about any aspect of the service we have provided, please let us know so that we can try to resolve the matter.

 

How to make a complaint

In the first instance, you may wish to raise your concerns with the person dealing with your matter, but you do not have to do so.

 

Formal complaints may be made to our Complaints Partner, Abraham Mee, by telephone on 01664 498999, by email at admin@bdmlegal.co.uk, or in writing.

 

We will acknowledge your complaint within seven calendar days of receiving it and will investigate it fairly and promptly. We will keep you informed of material progress and aim to resolve your complaint as soon as reasonably practicable.

 

We aim to provide a written response within 28 calendar days. If we need more time, we will explain why and tell you when you can expect our response. We will provide a final written response within eight weeks of receiving your complaint.

 

Making a complaint will not affect how we handle your matter.

 

If we cannot resolve your complaint

If we are unable to resolve your complaint to your satisfaction, you may be able to ask the Legal Ombudsman to consider it.

 

Before accepting a complaint for investigation, the Legal Ombudsman will normally require you to have given us the opportunity to resolve the complaint first.

 

Generally, you must refer your complaint to the Legal Ombudsman:

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• within six months of receiving our final response to your complaint; and

• within one year of the act or omission you are complaining about, or within one year of when you should reasonably have known that there was cause for complaint.

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Further information about the Legal Ombudsman, including eligibility and how to make a complaint, is available at www.legalombudsman.org.uk.

 

The Legal Ombudsman can also be contacted at:

 

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
 

Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk

 

Concerns about our conduct

​The Solicitors Regulation Authority (SRA) can help if you have concerns about our professional conduct. This may include matters such as dishonesty, misuse or loss of client money, or discrimination.Further information about raising concerns with the SRA is available at www.sra.org.uk/consumers/problems/report-solicitor/.

 

BDM Legal Limited is authorised and regulated by the Solicitors Regulation Authority under SRA number 612132.