The quality of service is absolutely brilliant.

             Chambers UK 2012

Our aim is to meet and exceed our clients’ expectations in all the work we do with them. To this end, we continuously monitor our people, systems and processes to ensure client satisfaction. As a result of this, BWB has been awarded the ISO 9001 accreditation. ISO 9001 is the internationally recognised standard for an organisation's internal quality management systems.


We encourage our clients’ honest feedback – both through regular client satisfaction surveys and online feedback forms. This feedback enables us to monitor and review our existing services, as well as to identify new services that would enhance our offering to clients.

We are very grateful to our existing clients for their positive feedback on our services, which led to us being named by Chambers UK as one of the best law firms in the UK for our client service in a number of our legal areas.

Learning and development is key and we invest in our people to ensure that they are trained and able to offer the highest standard of service. We have an established system for annual staff appraisals and a comprehensive training programme. We have a full set of resources, including an in-house trainer, available for training both lawyers and other staff.

We are also working towards compliance with the Law Society Lexcel quality standard, which enables us to measure and confirm the robustness of our quality systems.

Terms and Conditions

Our standard Terms and Conditions

Complaints

We are committed to providing a high-quality legal service to all our clients. If you are unhappy about any aspect of our service, please tell us about it. This will help us to ensure that we meet the highest standards and enable us to identify any areas we need to improve.

Complaints Procedure (revised 2013)

If you are dissatisfied with either the service you have received as a client or with any aspect of your bill, please raise your concerns with the partner in charge of your matter. Our aim will always be to deal with your concerns as quickly as possible and without recourse to any formal complaints procedure, if that is possible.

If it is clear that you remain dissatisfied the partner will inform you of the existence of our formal complaints procedure by sending you a copy of this procedure.

Individual clients:

If you are an individual client rather than a representative of an organisational client, please use our formal complaints procedure described below.

Organisational clients:

If you are the representative of an organisational client and your dissatisfaction relates to the service provided by the partner in charge of your matter you should raise your concerns with the partner who manages the relationship with your organisation. If that is the same person or if you remain dissatisfied, please use our formal complaints procedure described below.

Stage 1

You should write to the Managing Partner and clearly mark your letter “formal complaint”. Please outline the cause of your dissatisfaction and if possible the action you would like us to take in order to remedy that dissatisfaction.

Stage 2

We will acknowledge receipt of your complaint within five working days and inform you of the name of the person who is dealing with your complaint. We will normally ask an independent complaints investigator to consider your complaint and recommend the action that we should take in relation to the complaint. We will record your complaint in our central register which is reviewed regularly by the Management Board

Stage 3

The person investigating the complaint will have full access to all the information and personnel that they require to investigate your complaint properly. They may contact you directly if they need further information from you to assist the investigation. They will prepare a report, including their recommendations, which is sent to the Managing Partner for review.

We will ask the person investigating the complaint to recommend the action which they believe would be recommended by the Legal Ombudsman if the complaint was referred to the Legal Ombudsman.

Stage 4

The Managing Partner will write to you and will include the recommendations from the person investigating the complaint and the action we propose to take to implement those recommendations. We will generally follow the recommendations made but if we think they are not appropriate we will explain our reasons to you.

You should receive a response to your complaint from the Managing Partner within 21 days of receiving the letter acknowledging your complaint.

If we have to change any of the timescales above, we will contact you to explain why.

Stage 5

If you are still not satisfied, the next step is for you to contact the Legal Ombudsman by one of the following methods:

Telephone: 0300 555 0333
Telephone outside the UK: + 44 12245 3050
Email: enquiries@legalombudsman.org.uk
In writing: PO Box 6806, Wolverhampton, WV1 9WJ
www.legalombudsman.org.uk

You must contact the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the occurrence of the matter about which you are complaining (or if outside this period, within three years of the date when you should reasonably have been aware of it).

Complaints About Fees

If you are dissatisfied with our bill, you have the right to apply to the High Court for an assessment of our charges by an Officer of the Court under ss. 70, 71 and 72 of the Solicitors Act 1974. We hope that before making such an application you would first use our complaints procedure explained above.