Complaints

Bond Pearce 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 to improve our standards.

Our complaints procedure

If you believe that we have got something wrong or have concerns with the way we are dealing with you please do tell us. The sooner you tell us, the sooner we can do something about it.

Step 1 : Contacting us

The first step is to talk to the person who is dealing with the matter. If that person is not available, or you prefer to approach someone else, then would you please ask for their relevant Line Manager.
We will try to resolve the problem on the spot if we can, or within 24 hours of hearing from you.

Step 2 : Taking your complaint further

If you are not satisfied with our response then you should contact your Client Partner. You can find the name of the Client Partner in our Engagement Letter or you can ask the person who has been dealing with the matter. If the person who has been dealing with the matter which has given rise to your concern is the Client Partner then would you please contact our Complaints Partner, Richard Challands.

Details of how to contact Richard can also be found in your Engagement Letter

At this stage, if you have not already done so, it is usually helpful to us if you would put your complaint in writing both giving details of what you think went wrong and what you feel would put things right.
The Client Partner, or Complaints Partner, as the case might be, will then investigate your complaint.

Your complaint will be acknowledged in writing within 3 working days and the acknowledgement letter will say when you can expect a full response. Because every matter is different, time may be needed to investigate it but you will receive a response within 21 days of us sending you our acknowledgment. If we cannot give you a full response within that time we will let you know when you will receive this.

If you are, or have been, our client we may invite you to a meeting to discuss your complaint either before or after we let you have our written response. If you are our client and would like to meet, could you please let us know when you first contact the Client Partner or Complaints Partner. If we meet before we send you our written response then we will send you our written response within 21 days of our meeting, unless we agree a different response time with you.

Step 3 : If your complaint has still not been resolved to your satisfaction

If you are still not satisfied with our response then you can ask our Complaints Partner to investigate, unless the complaint relates to a Client Partner in which case, as indicated in Step 2, our Complaints Partner will already have investigated the matter.

The timescale for this investigation, both for acknowledging receipt of your request for this to be reviewed and the time for providing you with a response, will be the same as under Step 2.

Step 4 : Taking your complaint further
Although we would hope that your complaint can be resolved within our own complaints policy, if it cannot then you should contact the Legal Complaints Service (LCS) at Victoria Court, 8 Dormer Place, Leamington Spa, Warwickshire, CV32 5AE (telephone 01926 820082) DX 292320 Leamington Spa 4, www.legalcomplaints.org.uk). Any complaint to the LCS must usually be made within 6 months of the date of our final decision on your complaint but you should contact the LCS for more information on the time scales for making a complaint.