Complaints Handling Policy
Complaints Procedure
At BPLS, we are committed to delivering a high-quality legal service to all our clients. We take pride in our thorough and professional approach and always aim to meet the highest standards.
However, if something does go wrong, we want to hear about it. Your feedback helps us to improve the quality of our service.
If your concern relates to a bill, please raise it with us within one month of receiving it.
How to Make a Complaint
If you wish to raise a complaint, please contact us in writing, clearly setting out the details of your concerns. This will help us to fully understand the issue and provide an appropriate response.
You can submit your complaint by email to:
Or by post to:
Sabeeha Ismail
BPLS
19-21 North End Road
London
W14 8ST
What Happens Next
Once we receive your complaint:
-
We will send a written acknowledgment within 5 working days (excluding weekends and bank holidays).
-
A copy of this complaints procedure will be provided.
-
Your complaint will be logged in our central register and recorded on our case management system.
We will then begin investigating your complaint. As part of this process:
-
We may contact you to request further information or clarification.
-
We may ask how you would like the complaint to be resolved.
-
If appropriate, we may invite you to a meeting within 10 working days of our acknowledgement to discuss the matter in person or virtually.
You will receive a written response to your complaint:
-
Within 21 working days of our acknowledgement, or
-
Within 10 working days of any meeting we hold with you.
If we cannot respond within this timeframe, we will let you know and explain the reason for the delay.
Who Handles Complaints
The person with overall responsibility for managing complaints is Sabeeha Ismail, Director.
If You're Not Satisfied
If you are not satisfied with our final response, you may refer your complaint to the Legal Ombudsman, who investigates complaints about poor service.
Please note the following time limits for referring a complaint:
-
Within 6 months of our final response
-
And within 1 year of the act or omission you are complaining about, or
-
Within 1 year of when you reasonably became aware of the issue
You can contact the Legal Ombudsman by:
enquiries@legalombudsman.org.uk
PO Box 6167, Slough, SL1 0EH
www.legalombudsman.org.uk
Serious Concerns - SRA
If your complaint involves serious concerns such as dishonesty, loss of money, or discrimination, you can report this to the Solicitors Regulation Authority (SRA).
You can learn more and contact the SRA via their website:
Your Feedback Matters
We value all feedback, positive or negative, and welcome your thoughts on how we can improve. Any complaint will be treated seriously, handled professionally, and investigated thoroughly.