Authorised and Regulated


(SRA NUMBER 535952)

    Burgoyne & Co Complaints procedure

    We sincerely hope that you will have no cause to complain about our services or behaviour, but if you do have any such concerns then please refer to the information given in our "Important Information and Terms of Business" form provided with our Client Care introductory correspondence. However in brief below is a summary of our procedures:-

  1. Initially please direct any issues to the person dealing with your matter. Details of the person with the conduct of your file are included in our initial letter to you. You may provide details of any issue by telephone (01922 616916), email or by writing to us at "Burgoyne & Co., 11a Vicarage Place, Walsall WS1 3NA. We shall endeavour to provide and initial response within 7 days of being notified. The person dealing with your matter will investigate the circumstances fully and provide a full response to your issue within 14 days of the initial notification.
  2. If you are unable to resolve the issue with the person dealing with your matter or do not feel comfortable raising the issue with that person, we ask that you refer the matter to the Partner supervising your matter. If this is the same person as above you may refer the matter to one of the other partners. In these circumstances the partner considering your grievance will acknowledge your contact within 7 days and provide a full response within 21 days of the initial notification. You may be contacted and asked to provide further information regarding your grievance to enable us to nvestigate further.
  3. If it is not possible to resolve a complaint in either of the first two methods and you are still dissatisfied then arrangements can be made with a local solicitor who can act as an independent mediator. We shall seek your input as to the selection of the mediator and we will require your express consent to disclose information about your complaint to the mediator. This may include the mediator requiring site of your file of papers. We will contact you to discuss the appointment of a mediator within 14 days of you communicating that you wish to pursue this method.
  4. If the difficulty cannot be resolved, you have the right to make a complaint to the Legal Ombudsman. You can contact the Legal Ombudsman on 0300 555 0333 or by email at You may also visit the website at If you prefer you can write to the Legal Ombudsman at "Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ". The Legal Ombudsman service is free for consumers.
  5. We also have the right to refer the matter to the Legal Ombudsman if we feel that it can not be resolved in any other way. The Legal Ombudsman has a policy that you should provide your lawyer with an opportunity to resolve your complaint before the Ombudsman can get involved. They also state that you should make any complaint within a year of when you realised there was a concern and within six months of the final response from your lawyer.
  6. The Ombudsman recommends that you should allow your lawyer at least eight weeks to resolve your complaint before involving the Legal Ombudsman.
  7. The Solicitors Regulation Authority will consider complaints about behaviour and may be contacted at
  8. The Ombudsman will deal with complaints about our service.
  9. Please note we will not charge you to deal with your complaint.