Complaints Procedure

1. Our Commitment

At Bridgewater Solicitors, 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 and ensure we achieve the right resolution for you.

2. How to Raise a Complaint

If you are unhappy with any aspect of our service, please contact us with the full details. We have eight weeks to consider your complaint and provide a final response.

• By Email: info@bridgewatersolicitors.co.uk
• By Post: Complaints Partner, Bridgewater House, Surrey Road, Nelson, BB9 7TZ

3. Our Investigation Process

1. We will send you a letter acknowledging receipt of your complaint within three working days.
2. We will then investigate your matter. This typically involves a review of your file by our Client Care Partner and discussions with the member of staff who acted for you.
3. We may invite you to a meeting to discuss the issues. Within three days of any such meeting, we will write to you to confirm the outcome and any solutions agreed.
4. If a meeting is not required or possible, we will send you a detailed written reply, including our suggestions for resolving the matter, within 21 days of our acknowledgement letter.

4. The Legal Ombudsman

If we are unable to resolve your complaint within eight weeks, you can ask the Legal Ombudsman to look into it. This is an independent service that deals with complaints about legal service providers.

• Website: www.legalombudsman.org.uk
• Phone: 0300 555 0333
• Address: PO Box 6806, Wolverhampton, WV1 9WJ

5. The Solicitors Regulation Authority (SRA)

The SRA can help you if you are concerned about our professional conduct. This could be for things like dishonesty, treating you unfairly because of your age, a disability, or other characteristic.

You can raise your concerns directly with the Solicitors Regulation Authority.

Last Updated: October 2025