Complaints

Client Complaints

Please tell us if you are not happy and we will try to put things right.  We will look into your complaint promptly and thoroughly.  If you feel you have grounds for complaint you should:-

  • Firstly mention your concern to the person looking after your matter.
  • If you are still unhappy after discussing matters with him or her, you may ask that the complaint be considered by our Client Care Partner (Tero Pirinen).  You should make your request in writing, outlining your complaint and explaining what action you want us to take.  You will receive a written acknowledgement within seven days, explaining the action which we are taking and the date by which you will receive a substantive response.  This process must be completed within eight weeks of our receiving your written complaint and will be undertaken at no cost to you.
  • If you are still not satisfied after pursuing your complaint under our internal Complaints Procedure, you have the right to complain to the Legal Ombudsman.  The Legal Ombudsman must be contacted within 6 months of our final communication.-

Burley Geach Complaints Procedure

On receipt of the formal complaint:

A file will be opened to contain copies of all correspondence and notes relating to the complaint. Copies of the correspondence and notes will also be held on the client’s file.

An entry will be made in the Central Register of Complaints, which is maintained by the Client Care Partner and contains records of the name and address of the client, the nature of the complaint, the fee earner involved and steps taken to resolve the matter.

The Client Care Partner will write to the client advising that the complaint is being considered by him and indicating when further contact will be made.

A Complaint Form will be sent to the fee earner for completion and return within five working days. This is intended as a means by which the fee earner may record his or her view of the matter.

Upon the Complaint Form being returned by the fee earner the Client Care Partner will carry out such investigations as appear to him to be appropriate, with the assistance where necessary of a fee earner with experience of the relevant area of work.

The client will be contacted no longer than eight weeks from their original written complaint.

The Client Care Partner will write to the client to advise that either:

1. The complaint has been investigated and not found to be justified; or

2. The complaint is justified and either:

  • apologise and offer an assurance that the issue complained of won’t arise again;
  • make any necessary and/or appropriate suggestions as to how to address & rectify the complaint;
  • inform the client that the matter is to be referred to the partners at a partners’ meeting;
  • inform the client of his or her right to contact the Legal Ombudsman.

If the client is not satisfied after the Client Care Partner has dealt with the complaint under the internal Complaints Procedure, they have the right to complain to the Legal Ombudsman. The Legal Ombudsman must be contacted within 6 months of our final communication and may be contacted:-

  • By telephone on 0300 555 033
  • By email at enquiries@legalombudsman.org.uk
  • By post: Office of the Legal Services Ombudsman PO Box 6806 Wolverhampton WV1 9WJ

The services of the Legal Ombudsman are only available to members of the public, very small businesses, charities, clubs and trusts.