Complaints
How to complain about the legal service, and when you can go to the Legal Ombudsman or the SRA.
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Legal services on this site are provided by Bright & Day Solicitors Ltd, and complaints are handled under the firm's Complaints Handling Procedure. You can read the full procedure on the firm's website: brightanddaysolicitors.com/complaints.
Making a complaint
If you have concerns about the service, the work or the charges, raise them first with the person handling your matter. If that doesn't resolve them, contact the firm's Designated Complaints Handler, Alev Uzun, by email at info@brightanddaysolicitors.com or by post at [confirm address].
What happens next
The firm's procedure says it will:
- acknowledge your complaint within two working days
- write within five working days to explain how it will deal with it
- aim to give its final decision within six weeks
- review its decision again if you appeal, and reply within five working days of your appeal
The Legal Ombudsman
If you are still not satisfied, you may be able to complain to the Legal Ombudsman. You normally need to use the firm's procedure first, but you can go to the Ombudsman if your complaint has not been resolved within eight weeks. Time limits apply: you must normally contact the Ombudsman within six months of the firm's final response, and no more than one year from the problem or from when you should reasonably have known about it.
Legal Ombudsman, PO Box 6167, Slough, SL1 0EH. Telephone 0300 555 0333. Email enquiries@legalombudsman.org.uk. Website legalombudsman.org.uk.
The Solicitors Regulation Authority
The SRA can help if you are concerned about a solicitor's behaviour, for example dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability or another characteristic.
Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN. Telephone 0370 606 2555. Website sra.org.uk.