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Complaints Procedure

Bhogal Partners Solicitors

Complaints Handling Policy

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. This will help us to improve our standards.

If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint and if we have not resolved it within this time you may complain to the Legal Ombudsman.

What will happen next?

  1. Any complaint must be made in writing whether by letter or email and addressed to the Principal Partner Mr K.S Bhogal.
  2. We will send you a letter acknowledging receipt of your complaint within seven days of receiving it (save for exceptional circumstances) enclosing a copy of this procedure.
  3. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner Mr K.S Bhogal, who will review your matter and file, and will request a response from the fee earner within 14 days (save for exceptional circumstances) who will submit a written reply together with relevant documentation or the file as appropriate, within that time frame.
  4. The senior partner will respond in writing to the letter of complaint within 28 days of receipt setting out the conclusions and any action necessary.
  5. The client is then asked to respond within 14 days of receipt of this letter, confirming that he/she is satisfied or otherwise. If no response is received the matter will be deemed to have been concluded.
  6. If the client remains unsatisfied, he/she should advise the senior partner who will arrange a suitable appointment to meet with the client and discuss the reasons why the client remains dissatisfied.
  7. The senior partner will write within 14 days of the meeting to summarise the issues still in dispute and the firm’s approach to these issues. This will, unless otherwise communicated, conclude the firm’s internal complaints procedure.
  8. The client must be advised in the final letter that, if for any reason the client nevertheless remains unhappy, he/she has a right to complain to the Legal Ombudsman, PO Box 15870, Birmingham B30 9EB or by email to enquiries@legalombudsman.org.uk or telephone 0300 555 0333.

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint, or within six years of the act or omission about which you are complaining (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.