Complaints procedure

This complaints procedure is applicable to BWL Group clients only. If you are unhappy with the conduct or professionalism of our staff, please view the steps to take below.

At BWL Group, we provide Professional Bid Services, Legal Services, and Construction Consultancy Services. We take great pride in our friendly and professional approach and strive to deliver an outstanding service.

BWL Group is committed to providing outstanding client service to its clients. When a problem occurs, you need to let us know as soon as possible. This allows us to investigate and address the issues and concerns you have raised and satisfy your concerns.

What to do next…

We understand that making a complaint can often be a frustrating process. At BWL Group, we want to listen to your complaint and gather the information we need to take corrective actions.

Our Terms of Business provide details of our Complaints Handling Process, including timescales and an Escalation Process. If you are unhappy at the end of a matter or service you have instructed and engaged us on, you can make a complaint within six months of service completion.

If the complaint relates to a legal matter, you can still Contact Us or make a complaint directly to the Legal Ombudsman.

  1. 1. Handling of complaints. We do everything possible to treat all our clients fairly, openly, effectively and promptly. If you have any problem with our services (including any problem with a bill), you have a right to complain.

In the first instance, we would like you to seek to resolve any concerns you have regarding your matter with the individual dealing with the work.

You should contact the member of staff dealing with the matter without delay and they will attempt to deal with your concerns informally. You can refer to the initial letter we sent to you at the start of your matter for their details and contact them either by telephone, in writing or by email.

If the problem can’t be resolved with the individual dealing with the matter (or their supervisor), you should write without delay to our head office setting out the nature of your complaint. You can also send your complaint to: enquiries@bwlgroup.co.uk and/or request a copy of our Complaints Policy which is made available on request. The Compliance Officer and Director for BWL’s Legal Practice, Richard Beckwith, will address the complaint.

Head Office address

Suite 9, Yarn

Lingfield House,

Lingfield Point,

Darlington,

County Durham

DL1 1RW

Compliance Officer email: richard.beckwith@bwlgroup.co.uk

Phone: 02030112661

BWL will acknowledge a complaint within three working days of any complaint correspondence. We will let you know a timescale to resolve the complaint and any actions that will be taken. A complaint will typically take three to four weeks to investigate and resolve.

Following a review of the information gathered, if we agree with the complaint, we will log non-conformances and discuss steps to resolve the complaint.

If we do not agree with the complaint, we will contact you by email, which will be supported with facts, evidence and reasons why.

We will send you a copy of the outcome of the complaint via email or post, depending on your preference. If you require another communication, please let us know, and we would be happy to accommodate braille or verbal correspondence.

If you are unhappy with the outcome of your complaint, you can escalate your complaint to the Legal Ombudsman. Details are provided below.

  1. 2. Ombudsman. We will endeavour to deal with any complaint as soon as practicable. If we are unable to resolve your complaint to your satisfaction within eight weeks of receiving full details of your complaint, you can ask the Legal Ombudsman to consider your complaint. The Legal Ombudsman is an independent complaints body that was established under the Legal Services Act 2007 and deals with legal services complaints. The Legal Ombudsman can be contacted at PO Box 6806, Wolverhampton, WV1 9WJ or by email to enquiries@legalombudsman.org.uk. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). The act or omission, or when you should reasonably have known there was cause for complaint, must have been after 5 October 2010. Please note that the Legal Ombudsman may consider complaints from prospective clients in certain circumstances but may decline to deal with complaints from certain types of clients.

For further information, you should contact the Legal Ombudsman on 0300 555 0333 or go to www.legalombudsman.org.uk.

  1. 3. Solicitor Regulation Authority. While the Ombudsman focuses on the service or work completed, the SRA might be able to help you if you feel a solicitor has been dishonest or behaved in an unprofessional manner.

Examples include:

  • Being dishonest
  • Taking money without consent
  • Treating you differently because of your protected characteristic
  • Closing the law firm without notification
  • 4. Bills. If you are unhappy about our fees at any point, then, in addition to the remedies set out in our Complaints Policy, you may apply to court for an assessment of an invoice under Part III of the Solicitors Act 1974. However, if you apply to the court for an assessment, the Legal Ombudsman may not consider a complaint about the invoice. There are strict time limits that apply to court assessments, and you may wish to seek independent legal advice.

BWL Legal Services Ltd is authorised and regulated by the Solicitors Regulation Authority (SRA). We adhere to a Code of Conduct which can be access on the SRA’s website (www.sra.org.uk) or by calling 0370 606 2555.

If you believe BWL Legal Services is in breach of the SRA’s code of conduct and acted illegally or dishonestly, you can call or send a complaint to the SRA using the above details.

BWL Legal Services SRA ID is: 569773

Complaints Procedure for non-clients

If you are unhappy with the service provided, or you believe a member of staff has behaved illegally or dishonestly, you can make a complaint by emailing us at enquiries@bwlgroup.co.uk or write to using the address details below:

BWL Group

Suite 9, Yarn

Lingfield House,

Lingfield Point,

Darlington,

County Durham

DL1 1RW

BWL will acknowledge a complaint within five working days of any complaint correspondence. We will let you know a timescale to resolve the complaint and any actions that will be taken. A complaint will typically take three to four weeks to investigate and resolve.

Following a review of the information gathered, if we agree with the complaint, we will log non-conformances and discuss steps to resolve the complaint.

If we do not agree with the complaint, we will contact you by email, which will be supported with facts, evidence and reasons why.

We will send you a copy of the outcome of the complaint via email or post, depending on your preference. If you require another communication, please let us know, and we would be happy to accommodate braille or verbal correspondence.

If you are unhappy with the outcome of your complaint, you can escalate your complaint to the Legal Ombudsman and/or the SRA to investigate your complaint.