Contact Us Complaints Procedure

Complaints Procedure


B P Collins LLP is committed to high quality legal advice and client care. If you are unhappy about any aspect of the service you have received or about our charges, you have the choice of either contacting the person that is the subject of the complaint directly or if you are not satisfied with the person who is the subject of your complaint and would prefer the Practice Group Leader to consider the complaint then the Practice Group Leader will do so.

We have eight weeks to consider your written complaint. If you are not happy with the outcome of our decision on your complaint, and the Practice Group Leader has not already reviewed your complaint then the Practice Group leader may be asked to review our decision.  If the complaint is about the Practice Group leader, the review will be carried out by our Senior Partner, Simon Deans.

The Practice Group Leader or Simon Deans (as applicable) will have overall responsibility for your complaint. We will endeavour to let you know the result of any review within fifteen working days of receiving your request for a review. If your concerns relate to a practice group leader, please contact Simon Deans. We have a procedure in place which details how we handle complaints which is available from the practice group leader or Simon Deans.

If we have been unable to settle your complaint using our internal complaints process you have a right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, that deals with legal services complaints. You have six months from the date of our final letter in which to complain to the Legal Ombudsman and no more than six years from the date of act/omission; or no more than three years from when you should reasonably have known there was cause for complaint.

Legal Ombudsman
PO Box 6806

Telephone 0300 555 0333

Email address:

Legal Ombudsman Website:

Alternative complaints resolution bodies (such as Ombudsman Services, ProMediate and Clerksroom) exist which are competent to deal with complaints about legal services should both you and the firm wish to use such a scheme. We confirm that we do agree to use alternative complaints resolution bodies in appropriate circumstances

SRA complaints

The Solicitors Regulation Authority can help you if you are concerned about our behaviour.

This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority (SRA).