Complaints Policy

BLS Law is committed to providing a high quality service which deals with all our clients fairly and consistently. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us.

How do I make a complaint?

You can contact us in writing or by speaking with our Complaints office who can be contacted in the following ways:

  • by calling
  • by email to
  • by post to Complaints Office, BLS Law Ltd, F6, 73 Lexham Gardens, W8 65L, London

What information should I include with my complaint?

To help us to fully understand your complaint, please tell us:

  • your full name and contact details
  • what you think we have got wrong
  • what you hope to achieve as a result of your complaint, and
  • your file reference number (if you have it)

If you require any help in making your complaint we will try to help you.

How will you deal with my complaint?

We will:

  • record your complaint centrally and track each stage of the investigation;
  • write to you within two working days acknowledging your complaint and enclosing a copy of this policy;
  • review and investigate your complaint by reviewing your file(s) and other relevant documents, and speaking with the person who dealt with your matter;
  • only ask you for further information or documents if it is necessary to complete the investigation and we will always make it clear if this information is required within a specific period of time;
  • update you on the progress of your complaint at appropriate times;
  • invite you to a meeting to discuss your complaint, if appropriate, which can either be done face to face or over the telephone, if preferred; you do not have to attend if you do not wish to or if you are unable to;
  • write to you at the end of our investigation to explain what we have done and what we propose to do to resolve your complaint;
  • respond to you within 20 working days of the date of our letter of acknowledgement, wherever possible;
  • conclude the process within 8 weeks from the date of receipt of your complaint; and
  • let you know if we find that it will take longer than anticipated.

What if I am not satisfied with the outcome?

If you are unhappy with the outcome of our complaints handling procedure please let us know in the first instance and we will review the matter.If you are still unhappy you can ask the Legal Ombudsman to look into your complaint by:

  • calling 0300 555 0333
  • emailing
  • post to the Legal Ombudsman, PO Box 6806, Wolverhampton,WV1 9WJ

What are the timescales for referring my complaint to the Legal Ombudsman?

There are three time limits that apply to any reference to the Legal Ombudsman.You must:

  • refer your complaint within six months of our final written response to your complaint; and
  • within six years of the act or omission about which you are complaining; or
  • within three years of you becoming aware of it.

Further details are available on the website:

You may also visit the Legal Ombudsman – Decision Data Page

What will it cost?

We will not charge you for handling your complaint. Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. The Legal Ombudsman service is free of charge.