Complaints Procedure at BAA Solicitors

At BAA Solicitors, we are dedicated to delivering high-quality legal services to all our clients. However, we understand that sometimes things may not go as planned. We value your feedback as it helps us enhance our standards and service.

As required by Rule 2.1 of the Solicitor Regulation Authority (SRA), we have outlined our complaints procedure:

How to Make a Complaint:
If you have a complaint, please get in touch with us and provide us with the details. In the first instance, we encourage you to discuss your concerns with your caseworker. If your issue remains unresolved, you can contact Mr Ben Achogbuo, our firm's complaints manager. Mr Achogbuo can provide you with our comprehensive complaints procedure upon request, or he may send it to you automatically.

Our Commitment to Resolving Your Complaint:
We aim to address your complaint within eight weeks of receiving it. Upon receiving your complaint, we will send you a letter acknowledging its receipt within three working days. This letter will also include a copy of our complaints procedure. Your complaint will be investigated. Typically, it will be reviewed by our Client Care Manager/Principal, Ben Achogbuo. He will examine your file and consult with the staff member who assisted you. We aim to respond to you within 21 days.

If you are still dissatisfied with the handling of your case, Ben Achogbuo will invite you to a meeting within 14 days to address any remaining issues and resolve your complaint. This step occurs after you notify us in writing of the specific issues causing your dissatisfaction and propose resolutions.

Following the meeting, Mr Achogbuo will send you a written confirmation of the discussion's outcome and any agreed-upon solutions within three days.

If a meeting is not possible or you prefer not to have one, you will receive a detailed written response to your complaint, along with proposed solutions, within 14 days. This corresponds to the written notification mentioned in step 3.

If you remain unsatisfied at this stage, you can contact us, and we will arrange for another partner or an unconnected solicitor to review the decision.

We will provide you with a final written response and explain our reasons within 14 days of receiving your request for a review.

Report To The Legal Ombudsman
If you are still not satisfied, you have the option to contact the Legal Ombudsman (LeO) for further assistance. Details for reaching the LeO are provided below:

Legal Ombudsman (LeO)
Address: PO Box 6806, Wolverhampton WV1 9WJ
Phone: 0300 555 0333 or +44 121 245 3050 (overseas)

Please note that you should generally bring a complaint to the Legal Ombudsman within six months of receiving our final written response or within six years of the issue's occurrence. If outside of this period, you should do so within three years of becoming aware of it.

SRA Referral:
If you have concerns about our compliance with SRA Rules and Regulations, you can report them to the Solicitors Regulation Authority (SRA). The SRA works to ensure that solicitors and firms adhere to their principles, upholding the legal profession's integrity and public trust.

SRA Reporting
If you have concerns about the conduct of any of our solicitors or if you believe there has been a breach of Solicitors Regulation Authority (SRA) rules and regulations, you have the option to report these concerns directly to the SRA. This is a separate process from our standard complaints procedure and is focused on ensuring that solicitors maintain the highest standards of professionalism and ethics.

SRA Contact Details:
Address: The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Telephone (UK): 0370 606 2555
Telephone (Overseas): +44 (0)121 329 6800
For more information on SRA rules and regulations, as well as details on how to report concerns to the SRA, please visit the SRA website.

SRA Principles:
The SRA operates under seven key principles that ensure solicitors and firms act in a manner that upholds justice, trust, independence, honesty, integrity, equality, and the best interests of each client. If you believe that a breach of these principles has occurred, please report the matter directly to the SRA.

We take all complaints seriously and aim to address them promptly and fairly. Thank you for helping us maintain the highest standards of service at BAA Solicitors.
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