We want you to be happy with the service that you have received from Bright Legal
Solicitors however if you wish to complain about the service our complaints procedure is
designed to help you bring your dissatisfaction to our attention so we can look at what
has happened and provide you with an explanation. You will not be charged for the work
involved in investigating a complaint made by you.
Details of our Complaints Procedure are set out below:
Who to Contact
We have a 2 stage internal complaints procedure details of which appear below. If we
are unable to resolve your complaint through our internal procedures you can then
contact the Legal Ombudsman who is independent and impartial and who has official
powers to resolve complaints.
Details of how to contact the Legal Ombudsman also appear below:
In the first instance if you have a complaint about your matter please raise it with the
person dealing with your file or the person with ultimate responsibility of your matter as
set out in our client care letter
If the complaint is not resolved at that stage, you can ask for the complaint to be referred
to another Solicitor in the firm (if appropriate) who will conduct an independent
investigation of the complaint and if appropriate arrange to meet you.
If we are unable to resolve your complaint after stage 2 has been completed, you
can then contact the Legal Ombudsman
You can also contact the Legal Ombudsman if 8 weeks have passed since you
first made your complaint and your complaint remains unresolved
How to make contact
Complaints can be made by letter and e-mail or telephone. However we may
request you to put any complaint you make by telephone in writing.
You should contact us as soon as you have a concern about an issue
You should not normally contact the Legal Ombudsman until we have attempted
to resolve your complaint through our internal procedure or until 8 weeks have
passed since the date when you first made your complaint. We do not however
wish to discourage you from contacting the Legal Ombudsman for further
information and advice should you wish to do so
The Legal Ombudsman asks that you contact them within 12 months of your last
contact with us, failing which the Ombudsman may be unable to deal with your
The Legal Ombudsman will not accept complaints where the matter complained
of or your date of awareness of the matter was before 6 October 2010. Subject
to that the Legal Ombudsman will accept complaints in respect of matters which
occurred up to 6 years ago, although that 6 year period is reduced to 3 years
from any date when you should have known about the matter.
If a complaint is made we will:
acknowledge your complaint within 3 days
provide a full response to your complaint within 14 working days under Stage 1
provide a full response under stage 2 within 21 working days of completing stage
1 if applicable
If we have to change any of these timescales, we will let you know and explain why
if you complain to the Legal Ombudsman, they will contact you with their
timescale for resolving your complaint
How we deal with your complaint
An investigation into your complaint will involve a detailed look at your paper
and/or electronic file. We will discuss your complaint with the person who is the
subject of your complaint and anyone else who may have been involved in the
matter, which is the subject of your complaint.
We will write to you with a detailed response to all aspects of your complaint.
This will include any proposals for resolution of your complaint if appropriate
If you are unhappy with our proposals to resolve your complaint (or if 8 weeks
have elapsed since you made your complaint) you can at this stage contact the
Legal Ombudsman (or FOS if applicable).