Complaints Handling

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Complaints Handling

We aim to provide a high quality service to each of our clients.  However, if you, as a client, are not satisfied with our services, you are entitled to complain.  In the first instance, you should contact us on 020 7608 4600 or by email at enquiries@belmontandlowe.co.uk.  We will respond promptly and professionally to any complaint, in accordance with the following procedure:-

1.         If after your initial contact we do not resolve the matter to your satisfaction, you will be invited to put the complaint in writing, addressed to Martyn Whaley, giving reasons for dissatisfaction in as much detail as possible.  The firm will accept delivery of this complaint by email to: m.whaley@belmontandlowe.co.uk.

2.         On receipt of the written complaint we will investigate the complaint further and thoroughly and will respond within 14 days.  We will either give our substantive response or, if that is not practicable, we will give you our expected timetable for doing so.

3.         If the problem cannot be resolved, you may use the complaints and redress scheme operated by the Legal Ombudsman (www.legalombudsman.org.uk) who can be contacted by telephone at 0300 555 0333, at the address set out below or by email at enquiries@legalombudsman.org.uk.   The Solicitors Regulation Authority is our professional regulator and handles any complaints relating to professional misconduct.

Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ

Tel 0300.555.0333

4.         A client may be entitled to apply for an assessment of a bill sent by the Firm under Part III of the Solicitors Act 1974.  Please note that the Legal Ombudsman may not consider a complaint about a bill if a client has applied to the court for assessment of that bill.

5.         The Solicitors Regulation Authority is our professional regulator and handles any complaints relating to professional conduct matters.  Please see www.sra.org.uk for more details.