COMPLAINTS POLICY

This complaints procedure is for the use of our clients and also members of the public who are not our clients. We hope that you will not have any reason to complain, but in case you do, you should follow the procedures which we have set out below.

Please note that if your complaint relates to the way in which your personal data has ben collected, used, stored or transferred, please refer to the Privacy Notice.

Procedure for our clients to raise a complaint

The time limits for bringing a complaint to our attention are set out in our Terms and Conditions of Business, namely within six months of the end of the matter on which you instructed us, or within three months of you becoming aware of the circumstances giving rise to your complaint, whichever is the later. If you wish to complain about our service after the expiry of these time limits, you may still be able to make a complaint directly to the Legal Ombudsman, but we will not be obliged in those circumstances to consider your complaint under this procedure and you should contact the Legal Ombudsman to establish whether your complaint falls within the scope and time limits of the Ombudsman’s scheme.  Ordinarily, the time limit for making a complaint to the Legal Ombudsman is one year from the act or omission complained of, or one year from when you should reasonably have known there was cause for complaint.

Please raise your concern with your case in as much detail as possible by email or post to Allis Beasley E: allisbeasley@beasleylegal.co.uk  / 5 White Oak Square, London Road, Swanley BR8 7AG.

We will acknowledge receipt of your complaint within five working days.  We will tell you how long it will take us to investigate your complaint which will be between four and 6 weeks depending on the circumstances of your complaint.

We will send you the result of our investigation (the Outcome) to you. If we find that your complaint is not substantiated, we will let you know the reason(s) why. If you are not happy with the Outcome, you can take your complaint to the Legal Ombudsman, an independent and impartial body.

The Legal Ombudsman

Any referral to the Legal Ombudsman must be made by you within 6 months of the Outcome.

The Ombudsman’s contact details are: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Telephone: 0300 555 0333  Email address: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

The Solicitors Regulation Authority (the SRA)

Beasley Legal is authorised and regulated by the SRA, The Cube, 199 Wharfside Street, Birmingham, B1 1RN. This means that we are governed by a Code of Conduct and other professional rules, which you can access on the SRA’s website (www.sra.org.uk) or by calling 0370 606 2555. Our SRA registration number is 8011557. If you believe that we have behaved dishonestly, illegally or in breach of the SRA’s principles, you can complain to the SRA using the details provided above.

Complaints by members of the public who are not a client of Beasley Legal

The SRA can be contacted by any member of the public, whether a client of this firm or not, if you believe that we have acted in breach of the SRA principles.

The time limits for bringing a complaint to our attention are within six months of the event giving rise to your complaint, or within three months of you becoming aware of the circumstances giving rise to it, whichever is the later. If you wish to complain about us after the expiry of these time limits, you may still be able to make a complaint directly to the Legal Ombudsman, but we will not be obliged in those circumstances to consider your complaint under this procedure, and you should contact the Legal Ombudsman to establish whether your complaint falls within the time limits of the Ombudsman’s scheme. In general, the time limit for making a complaint to the Legal Ombudsman is one year from the act or omission complained of, or one year from when you should reasonably have known there was cause for complaint.

We will let you know within 14 days of receipt of your complaint in writing how and in what timescale we propose to deal with your complaint depending on its nature, and in most circumstances we would expect that timescale not to exceed one month. At any stage if you are unhappy with the way in which we deal with your complaint you may ask the Legal Ombudsman and/or the SRA whether they will investigate your complaint.