Legal
Complaints Handling
Our commitment
We treat every complaint as an opportunity to put things right and to learn. All concerns are handled by a senior member of our firm, investigated thoroughly, and responded to in writing within clear timeframes.
Complaints about a bill
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.
By Email
By Post
Sabeeha Ismail
BPLS Group Limited
19–21 North End Road
London, W14 8ST
What happens next
Our complaints process is structured around three clear stages, with defined timeframes at each step so you know what to expect.
Acknowledgement
- Written acknowledgement within 5 working days
- A copy of this complaints procedure
- Your complaint logged in our central register
Investigation
- We may request further information or clarification
- We’ll ask how you would like the complaint to be resolved
- If appropriate, we may invite you to a meeting (in person or virtually) within 10 working days
Written Response
- 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’ll let you know and explain why
Our timeframes at a glance
- 5 working days Written acknowledgement of your complaint
- 10 working days Meeting offered (where appropriate)
- 21 working days Full written response delivered
Working days exclude weekends and bank holidays.
Who handles complaints
The person with overall responsibility for managing complaints at our firm is:
Complaints Manager
Sabeeha Ismail
Director, BPLS Group Limited
If you’re not satisfied
If you are not satisfied with our final response, you may refer your complaint to one of the bodies below, depending on the nature of your concern.
Time limits for referring a complaint to the Legal Ombudsman
- 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
Service Complaints
Legal Ombudsman
The Legal Ombudsman investigates complaints about poor service from regulated legal professionals.
Phone 0300 555 0333
Email enquiries@legalombudsman.org.uk
Post PO Box 6167, Slough, SL1 0EH
Serious Concerns
Solicitors Regulation Authority
If your complaint involves serious concerns such as dishonesty, loss of money, or discrimination, you can report this to the SRA.
Web sra.org.uk