Our complaints policy
Bevan-Evans and Capehorn is committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us improve our standards.
Our complaints procedure
If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. Mel Bevan-Evans is our complaints handler and she can be reached on 01291630180 or via email mel@beandc.co.uk
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within 7 days of our receiving the complaint and enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to Mel Bevan-Evans, who will review your file/matter and speak to the member of staff who had conduct of your case.
- Mel Bevan-Evans will then send you a detailed written reply to your complaint, including her suggestions for resolving the matter and inviting you to discuss the same further. This will be done within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter, we may at this stage arrange for another member to review the decision.
- We will write to you within 14 days of receiving your request for review, confirming our final position on your complaint and explaining our reasons.
- If you are still not satisfied, you can contact the Legal Ombudsman at PO Box 15870, Birmingham, B30 9EB or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within 6 months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at www.legalombudman.org.uk