Complaints

We are committed to providing a high quality legal service to all of our clients. When something goes wrong we need you to tell us about it. This helps us to improve our standards.

Our complaints procedure

If you have a complaint, please contact us with the details. You may either telephone us on 07368 187441 or set out your complaint in writing to enquiries@btflaw.co.uk or to our office at Cromwell House, Crusader Road, Lincoln, LN6 7YT.

What will happen next

We will send you a letter acknowledging receipt of your complaint within seven days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint thoroughly. This will normally involve passing your complaint to our Complaints Officer, Rebecca Freitas, who will review your matter file and speak to the member of staff who acted for you. We will also record your complaint in our central register.

We will ask you whether you wish us to deal with your complaint over the telephone, by way of a meeting, or in writing. Rebecca Freitas will aim to respond in full to your complaint within 21 days of receiving the file of papers (which is sometimes in storage) together with the relevant information from the fee earners involved.

Once you have received a response from Rebecca Freitas, if you are not satisfied you can contact us again and we will arrange for a further review of that decision. Any complaint against Rebecca Freitas will be dealt with by our Director, Antony Freitas.

If you ask us to review our decision, we aim to respond to you in full with our further decision within 21 days of your request. At that time we will write to you confirming our final position on your complaint and explaining our reasons.

If we have to change any of the timescales set out above, we will let you know and explain why.

The Legal Ombudsman

If you are still not satisfied, you can contact the Legal Ombudsman. The Legal Ombudsman will expect you to have given us the chance to resolve your complaint first.

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Telephone: 0300 555 0333
Website: www.legalombudsman.org.uk

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission you are concerned about, or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

The Solicitors Regulation Authority

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be, for example, if you think we have been dishonest, taken or lost your money, or treated you unfairly because of your age, a disability or another characteristic. You can report your concerns to the Solicitors Regulation Authority at www.sra.org.uk.