At Birkett Long Solicitors we take complaints very seriously. We are committed to supporting our clients, our employees, our business partners and those in our local communities. We make sure that we are upfront and honest, so that you’re satisfied with the support and guidance we offer.
We’re here to help
Sometimes, you may feel that we have let you down. If this is the case, please let us know so we can try and fix this for you. Rest assured, we’ll make sure your complaint is fully investigated.
When you have a complaint about a member of Birkett Long staff, your first port of call should be the person you are dealing with. If you don’t feel they’ve resolved the issue, please raise the matter with their supervisor as set out in our Client Care Letter. Alternatively, please take your complaint to our Complaints Partner, Keith Songhurst, by emailing [email protected] who will arrange for it to be investigated for you.
Our next steps
We’ll acknowledge your complaint and we will then look into the issue and aim to conclude an investigation within eight weeks. If it requires a longer investigation, we’ll get in touch within this time to let you know when you can expect us to respond.
We keep all complaints on file to help us monitor the numbers and types of complaints we receive and, where needed, make changes to our systems and services in response to your feedback.
Taking your complaint further
If you feel we have not been able to resolve your complaint to your satisfaction, then your complaint can be referred to the Legal Ombudsman.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
Visit www.legalombudsman.org.uk
Call 0300 555 0333 between 8.30am to 5.30pm
Email [email protected]
Legal Ombudsman
PO BOX 6167
Slough
SL1 0EH
Please do not send original documents to the Legal Ombudsman. They will scan any documents you send us to make computer copies and then destroy the originals.
If you are a client and we have made a contract with you by electronic means, you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. This service can be found at http://ec.europa.eu/odr. Our email address is [email protected]
Have a suggestion or comment, rather than a complaint?
We always welcome feedback on any aspect of our policy, procedures or services – it helps us to see where we could do things differently. Please send any comments or suggestions to [email protected] – these will be passed on to the relevant department as soon as possible.
