We are committed to providing a high quality legal service to all our clients. If you think something has gone wrong, you should tell us about it. This will help us to improve our standards.

Our Complaints Procedure

We will aim to deal with formal complaints in the following way and according to the following time scales.

If you have a complaint, please raise it with fee earner responsible for your matter. If this presents a particular difficulty for you or the issue is not resolved, you may raise your complaint directly with our Director, Donald Tiong (at Donald.tiong@bisonsolicitors.co.uk by telephone 0333 577 5656). If the complaint cannot be dealt with there and then, we will, within five working days, acknowledge it in writing (which may be by e-mail) and let you know who will be dealing with it. We may ask you to clarify your complaint or explain it in more detail.

Within five working days of receiving your complaint or your clarification or further explanation, we will start to investigate your complaint. We may suggest a meeting with you. We will aim to complete our investigation and respond to your complaint within 15 working days. If the investigation cannot be concluded within 15 days, we will contact you again within this timescale to explain the position. If necessary, we will do this on a recurring 15 working day cycle until you have received our substantive response. If you are not satisfied with our substantive response, you may pursue your complaint further with us. We may appoint a suitably senior lawyer within the firm not connected to your matter to carry out a review of your complaint and our response.

We will aim to carry out this further review and write to you with our further response within 15 working days (or explain the position to you, if this time-scale cannot be met).

If you are not satisfied with our further response, you may pursue the matter further by raising it with the Legal Ombudsman at The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. Email: enquiries@legalombudsman.org.uk | Tel: 0300 555 0333. Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final response to your complaint but for further information you should contact the Legal Ombudsman.

Our firm is committed to resolve any complaint you may have in a speedy and fair manner.