Complaints

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided you should inform us immediately so 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. If you would like to make a formal complaint, please contact Nicola Pluck npluck@burridgepluck.co.uk who has overall responsibility for complaints.  Making a complaint will not affect how we handle your matter.

How we will deal with your complaint

1. We will write to you within five working days acknowledging your complaint, enclosing a copy of this policy.
2. We will investigate your complaint.
3. We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
4. We will update you on the progress of your complaint at appropriate times.
5. We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you by telephone or video conference.
6. If your complaint relates to a Data Protection complaint, you can submit a complaint by completing our Data Protection Complaint Form (make this a hyperlink to the form) by either completing it online or printing and sending to us either by email, post or hand delivery. This form is intended to help you to submit a complaint in a way that will enable us to investigate and deal with it as quickly as possible. The form is entirely optional and, if you prefer, you can simply write to us or email us with your complaint.

What to do if we cannot resolve your complaint

We have eight weeks to consider your complaint. If we have not resolved it within this time you may be able to complain to the Legal Ombudsman. The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your matter.

If you would like more information, you can contact the Legal Ombudsman by:

visiting www.legalombudsman.org.uk calling 0300 555 0333 between 10.00 to 16.00 emailing enquiries@legalombudsman.org.uk writing to Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ.

If you have concern about the professional conduct of a solicitor or other employee of Burridge & Pluck Solicitors Ltd, in the first instance you can raise your concern with the firms Compliance Officer for Legal Practice, Nicola Pluck npluck@burridgepluck.co.uk.  You can also contact the SRA and make a report through their website at www.sra.org.uk/consumers/problems/report-solicitor