Complaints procedure

We aim to provide our clients with the highest quality of professional service at all times. However, if you are unhappy with any aspect of our service, you are entitled to complain. We treat all complaints seriously and will investigate swiftly and fairly.

If you have any complaint (including a complaint about a bill), it may help if you raise it in the first instance with your client partner or matter partner. Many issues can be resolved through informal discussion.

If you prefer to raise a formal complaint – or if, having raised it informally, you believe your complaint has not been resolved – you can write to Andrew Melvill, our Compliance Officer for Legal Practice, at 1 Quality Court, Chancery Lane, London WC2A 1HR or via email to andrew.melvill@bakerskelly.com, or to another partner of the firm if you wish.  We would then expect to resolve any complaint in a manner that satisfies you.

If you are not satisfied with our final response, however, you may be able to ask the Legal Ombudsman to help you to resolve your complaint.

You can contact the Legal Ombudsman using the following details:

PO Box 6167, Slough SL1 0EH

Tel: 0300 555 0333
E-mail: enquiries@legalombudsman.org.uk

The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your matters.

With effect from 1 April 2023, the Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned (or within one year of you realising that there was a concern). In all cases, any complaint to them must be made within six months of the date of our final written response to you under our complaints procedure.

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability or other characteristic. For information on how to and when you might raise a complaint directly with the Solicitors Regulation Authority, please visit: www.sra.org.uk/consumer/problems

Alternative complaints/ dispute resolution bodies do also exist (such as Ombudsman Services, ProMediate and Small Claims Mediation) which are competent to deal with complaints about legal services if we both agree to use such a scheme. If we agree to use such a scheme, we will inform you when notifying you of our final written response to your complaint.