Complaints Policy

Bampton Legal is committed to high quality legal advice and client care.

If you are unhappy about any aspect of the service you receive, including the firms bill, you are entitled to complain.  This firm has a complaints procedure (which is outlined below), however please raise your concerns with the person dealing with your matter in the first instance.  If that does not resolve the problem or you would prefer not to speak to that person then please contact this firm’s client care officer who is Esmond Jenkins by telephone on, 01993 852222, by post at this office or via email at info@bamptonlegal.co.uk

This is the procedure which we will follow should you have a complaint  about the way we have acted for you. 

1. A complaint is an oral or written expression of dissatisfaction which alleges that  the complainant has suffered (or may suffer) financial loss, distress,  inconvenience, or detriment. 

2. We are anxious to resolve any complaint you have about the service we have  given you as quickly as possible. If you are unable to sort things out with the  person who has been dealing with you, please contact our client care officer. 

3. Once we have received your complaint, our client care officer, Mr Esmond  Jenkins, will write to you within 7 days to explain how your complaint will be  investigated if a complete response to your complaint has not been made by that  time. You will be told the latest date by which a complete answer will be given to  your complaint (this should be not more than 28 days after we received your  complaint). If you have made the complaint verbally - either at a meeting or on  the telephone - we will set out in our full response our understanding of the nature of your complaint. 

4. The assessment of the complaint will be based upon a sufficient and impartial investigation. We will explain in writing our findings and, where the complaint is  upheld, will offer remedial action or redress. This will be dealt with promptly. 

5. If after following the review process you remain dissatisfied with any aspect of  our handling of your complaint, you may contact directly the Legal Ombudsman to ask them to consider the complaint further: 

Telephone: 0300 555 0333 

Email: enquiries@legalombudsman.org.uk 

Website: www.legalombudsman.org.uk 

 Unless it agrees there are good reasons not to do so, the Legal Ombudsman will expect you to allow us to consider and respond to your complaint in accordance with the procedure set out above in the first instance. You can refer your complaint up to 6 months after you have received our final written response to your complaint. You can also use the Ombudsman service if we have not resolved your complaint within 8 weeks of us receiving it. A complaint can be referred to the Legal Ombudsman up to one year from the date of the act or omission or one year the date when the complainant should have realised that there was cause for complaint. The ombudsman deals with service-related complaints; any conduct-related complaints will be referred to the Council for Licensed Conveyancers. 

6. Alternative complaints bodies (such as: Ombudsman Services [www.ombudsman-services.org], ProMediate [www.promediate.co.uk] and ADR Group [www.adrgroup.co.uk]) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.

7. We are governed by the CLC, details which can be found below:

Council for Licensed Conveyancers

WeWork

120 Moorgate

London

EC2M 6UR

Telephone:  020 3859 0904 

Email: clc@clc-uk.org 

8. If you make a valid claim against us for a loss arising out of work for which we are legally responsible, and we are unable to meet our liability in full, you may be entitled to claim from the Compensation Fund administered by the council for Licensed Conveyancers (from whom details can be obtained).