Complaints Policy

Formal complaints procedure

We are committed to providing a high quality legal service and to dealing with all of our clients fairly. If you feel that something has gone wrong, including in relation to your bill, we need you to tell us.

How to make a complaint

In the first instance, you should normally raise your concerns with the partner responsible for your matter. However, if you do not wish to do that for any reason, you should write to our managing partner, Andrew Pike, by email to andrew.pike@burlingtonslegal.com. Alternatively, you can contact Andrew by phone on +44 (0)20 7529 5420 or by writing to Burlingtons Legal LLP, 5 Stratford Place, London, W1C 1AX.

To help us to understand your complaint, and in order that we do not miss anything, please tell us:

  • your full name and contact details;
  • what you think we have got wrong; and
  • what you hope to achieve as a result of your complaint.

How we will deal with your complaint

We will:

  • record your complaint in our central records;
  • write to you within seven days acknowledging your complaint;
  • investigate your complaint, which will usually involve reviewing your complaint, reviewing your file and other relevant documents, and speaking with the team who dealt with your matter; and
  • update you on the progress of your complaint at appropriate times.

We may need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time. We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone as an alternative should you so wish.

We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. We will aim to do this as quickly as possible and in any event within 14 days of the date of our letter of acknowledgement unless this timeframe has to be extended if we need further information from you in order to properly investigate your complaint.

If you are not satisfied with our decision

If you are unhappy with the outcome of our complaints handling procedure please first let us know if you feel that there are any material points which we have not considered and we will review the matter further. If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:

  • by post at PO Box 6806, Wolverhampton, WV1 9WJ;
  • by telephone on 0300 555 0333; or
  • by email to enquiries@legalombudsman.org.uk.

You must usually refer your complaint within six months of our final written response to your complaint. Further details are available on the Legal Ombudsman’s website at www.legalombudsman.org.uk.

What will it cost

We will not charge you for handling your complaint. Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding together with costs in respect of any recovery proceedings which become necessary. Such additional interest and costs will not be payable in the event that your complaint is ultimately upheld.

The Legal Ombudsman service is free of charge.