COMPLAINTS PROCEDURE

The Burnside Partnership is committed to providing high standards of legal advice and client service.

Anna Burnside is the firm’s designated Complaints Handling Partner and the person with overall responsibility for complaints. She can be contacted at anna.burnside@theburnsidepartnership.com or by post at The Burnside Partnership, The Carpenters’ Workshop, Blenheim Palace Sawmills, Combe, Oxfordshire, OX29 8ET.

If you have any concerns about the way in which your matter is being conducted please raise it in the first instance with the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If we are unable to deal with your concern to your satisfaction, you may then ask that the matter be formally investigated under our Complaints Procedure. This will involve a review by our Complaints Handling Partner (see above). Your complaint will be reviewed and further investigations will be carried out if deemed necessary. We will acknowledge your complaint within 3 days and a written response will be provided within 28 calendar days of the complaint being received.

The Solicitors Regulation Authority can help you 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. You can raise your concerns with the Solicitors Regulation Authority www.sra.org.uk/consumers/problems/report-solicitor.page

In the unlikely event that we have not been able to resolve the issue to your satisfaction within eight weeks you may ask the Legal Ombudsman to consider the issue. They will look at your complaint independently. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. You can contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ, www.legalombudsman.org.uk, tel 0300 555 0333, enquiries@legalombudsman.org.uk. Normally, you will need to bring an issue to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring; or no more than three years from when you should reasonably have known there was cause for complaint.