Client Care & Complaints

Our Commitment to Client Care

At Bradberrys Solicitors, we are committed to providing a high-quality legal service to all our clients. We aim to offer a professional, efficient, and friendly service that meets your needs.

Complaints Handling Procedure

1. Introduction

We are committed to delivering a high standard of service, but if you are dissatisfied with any aspect, we encourage you to raise your concerns so we can address them fairly and promptly.

2. How to Make a Complaint

You can raise your complaint verbally or in writing.
Contact the person handling your matter first to discuss your concerns.
If the issue is not resolved, you may submit a formal complaint to our complaints officer.

3. Acknowledgment of Complaint

We will acknowledge receipt of your complaint within five working days.
We will provide details of the process and expected timescales for resolution.

4. Investigation Process

A senior team member will review your complaint impartially.
We may request further information or clarification from you.
We aim to provide a full response within eight weeks.

5. Resolution and Outcome

If your complaint is upheld, we will take appropriate corrective action.
If you remain dissatisfied, you may escalate your complaint to the Legal Ombudsman or the Solicitors Regulation Authority (SRA).

6. Legal Ombudsman and Further Action

If we cannot resolve your complaint, you may contact the Legal Ombudsman:

Visit their website to raise any concerns: Contact Us | Legal Ombudsman

Please note that the Legal Ombudsman allows firms eight weeks to resolve complaints before intervening. Normally, complaints must be made within 12 months of the issue arising or 12 months from when you became aware of it. Additionally, complaints must be made within six months of our final response to you.

The Legal Ombudsman Scheme does not apply to most businesses (except micro-enterprises), charities, clubs with an annual income of more than £1 million, or Trustees of Trusts with assets exceeding £1 million.

7. Regulation and Independent Complaint Handling Bodies

The Law Society is a designated professional body under the Financial Services and Markets Act 2000. However, responsibility for regulation and complaints handling is separate from its representative functions.

The Solicitors Regulation Authority (SRA) is independent of The Law Society and can assist if you have concerns about our behaviour, such as dishonesty, financial mismanagement, or discrimination.

Visit their website to raise concerns: SRA Website

8. Complaints Regarding Barristers

If we instruct a barrister or a specialist Chambers on your behalf in complex cases, you have the same rights to complain about their service. The Bar Standards Board (BSB) is the regulator for barristers:

Visit their website: Bar Standards Board

If you are dissatisfied with a barrister's service or advice, you can complain directly to the barrister's Chambers without going through our firm. You may also escalate your complaint to the Legal Ombudsman after the barrister's complaints process is completed.
All barristers must have a formal complaints procedure, which can be found on their website or obtained directly from the barrister's Chambers upon request.