Regulatory &
Legal Matters

We are committed to high quality legal advice and client care. If you are unhappy about any aspect of the service you have received then you should contact 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, please contact John Pratt the Complaints Manager on 01325 466794, or by e-mail at complaints@bhplaw.co.uk, or by post at our Darlington office situated at Westgate House, Faverdale, Darlington, Co. Durham, DL3 0PZ.  We have a procedure in place which details how we handle complaints which is our complaints procedure or the same is available upon request. Making a complaint will not affect how we handle your case.  We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

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

  • one year from the date of the act or omission being complained about; or
  • one year from the date when you should have realised that 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 6167, Slough, SL1 0EH

Our Awards & Accreditations & Associations