We are 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.
If you are unhappy or concerned about the service then you should immediately inform us. In the first instance it may be helpful to contact the fee earner conducting your work directly to discuss your concerns in the hope these can be rectified directly. If this is unsuccessful or you otherwise with to make a formal complaint then the procedure is outlined below.
Our complaints procedure
If you have a complaint, write to us with the details (if you have not already done so) for the attention of Mark Heselden.
Post: 27 Friars Street, Sudbury, Suffolk CO10 2AD
Alternatively in the first instance, an appointment to discuss matters with Mark Heselden in person can be arranged by telephoning 01787 880440.
3. What will happen next?
Upon receipt of the complaint he will ask the person who acted for you to reply to your complaint normally within 7 days, though this period may have to be extended to allow for absences.
He will then examine their reply and the information in your complaint and, if necessary, he may also speak to them. This will take up to 7 days from receiving their reply and the file.
If we cannot resolve your complaint
The Legal Ombudsman may be able to help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
If you would like more information about the Legal Ombudsman, please contact them directly
If you are unhappy with our behaviour
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonest, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
Visit their website to see how you can raise your concerns directly with the Solicitors Regulation Authority.
Please note that Bates Wells & Braithwaite are still operating during the Covid-19 Pandemic and will be throughout.
UPDATE: POST JULY 19th 2021
You can enter reception during our standard opening hours of 9:00am – 5:30pm Monday to Friday to enable you to produce ID or drop off or collect documents or to attend a pre-arranged meeting.
The office will be closed between the hours of 1pm and 2pm.
Please note that our Covid Policy requires all visitors to wear a face mask (unless you are exempt) and observe social distancing, even after July 19th 2021
This is to ensure that we continue to be able to offer an environment as safe as possible for all clients and staff
If you are not yet ready to attend our offices we will still offer telephone or video appointments where possible.
Please call us on 01787 880440 to discuss existing or new instructions.
The Directors of Bates Wells & Braithwaite
Last updated: 15/07/2021