Bolt Burdon LLP Complaints Policy – January 2024 Our Complaints Procedure

If you have a complaint, contact our Compliance Solicitor (preferably by email compliance@boltburdon.co.uk) with the details.

What will happen next?

The Compliance Solicitor will write to you to acknowledge your complaint, enclosing a copy of this complaints procedure. We will acknowledge your complaint within two days of receiving it.
The Compliance Manager will either ask the solicitor or caseworker dealing with your matter to investigate the concerns you have raised. If your complaint is about the person handling your matter, then either the Compliance Solicitor or another senior member of staff will be appointed to investigate the complaint.
It may be necessary to request further information from you or contact you to clarify exactly the issues involved in your complaint.
Once we have all the information to hand, the person appointed will then respond to your complaint.
The response will be made by email, telephone or letter and you will normally receive this response within four weeks of us receiving your If we consider that we need longer to investigate we will let you know. Alternatively, if it is appropriate, we can arrange a meeting at your convenience
If we have to change any of our timescales we will let you know and explain
If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the The Legal Ombudsman provides an independent, impartial and free service to members of the public, very small businesses, charities, clubs and trusts for resolving complaints against solicitors. Please contact the Legal Ombudsman directly to clarify whether you can have your complaint considered. The details are as follows –

Legal Ombudsman PO Box 6167

Slough SL1 0EH

www.legalombudsman.org.uk

Tel 0300 555 0333

enquiries@legalombudsman.org.uk

Normally you will need to refer a complaint to the Legal Ombudsman within (i) one year from the date of the act, or from when you should have realised there was an issue and (ii) within six months of receiving a final response from us. Full details regarding time limits are available from the Legal Ombudsman using the contact details above or by visiting their website.

Alternatively the Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit their website to see how you can raise your concerns with them SRA | Reporting a solicitor or firm to us | Solicitors Regulation Authority

What Our Clients Say

“exceptional service”

“Pamela Jarvis has given me exceptional service.”

BB Client

“understanding, patient and kind”

“Peter is very understanding, patient and kind. He does not assume that everybody knows the law, he explains matters in a very calm and simple way without being patronising or condescending. He fills clients with confidence that their issues will be dealt with and is very easy to reach and quick to respond”

BB Client

“very clear in explaining the complexities”

“Our expectations were exceeded in the of working with Joyce Cooper. In particular she was very responsive, very clear in explaining the complexities of the lease extension process and efficient.”

BB Client

“Responsive, polite and a very good technician”

“Stacy knows the offshore bond business well. Always responsive, polite and a very good technician.“

BB Client

“incredibly helpful, available and friendly”

“Michelle has been incredibly helpful, available and friendly at all times.”

BB Client

“Beyond expectations ”

“Beyond expectations. Supportive, responsive and pragmatic”

BB Client

“I will never be able to thank you enough”

“You have always treated me in a way which made me feel special and you have my undying gratitude for your support. I do not know how to express my deep gratitude for your generous support and I know that I will never be able to thank you enough for everything you have done for me over the last 16 months.”

BB Client

“communication fantastic”

Amie and Cansu have exceeded our expectations. Their communication had been fantastic and their commitment to the case has been amazing. I’ve not needed to follow up once and everything has been attended to in exceptional timeframes. I couldn’t recommend them enough. They have made what is supposed to be a stressful time seem like an easy ride!

BB Client

“professional and approachable ”

” Tim’s prompt, thorough, helpful responses to any questions have been really appreciated. Not only is he very professional, he is also really approachable which has made a complicated legal process much less daunting.”

BB Client

“completely reliable”

“Ella was completely reliable, prompt, friendly and her approachable manner coupled with a sense of her capability and professionalism were outstanding and gave me, every confidence that instructing Bolt Burdon on behalf of my family was totally the right thing to do”

BB Client

“Excellent throughout”

“We were really happy with the service Cansu provided and thought she was excellent throughout. Please pass on our thanks!”

BB Client

“the best service ”

“Artan always provides the best service to me. That’s why I have been with him for all these years. He’s a great solicitor. There is nothing that can be done better.”

BB Client

Complaints Policy

Bolt Burdon LLP Complaints Policy – January 2024 Our Complaints Procedure

What will happen next?

What Our Clients Say

“exceptional service”

“understanding, patient and kind”

“very clear in explaining the complexities”

“Responsive, polite and a very good technician”

“incredibly helpful, available and friendly”

“Beyond expectations ”

“I will never be able to thank you enough”

“communication fantastic”

“professional and approachable ”

“completely reliable”

“Excellent throughout”

“the best service ”

Exceeding expectations. Every client, every time.

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