Our Complaints Policy

Batchelors is 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 sort out any mistakes or misunderstandings and to improve our standards.

Our Complaints Procedure

If you have a complaint please raise the problem with the member of staff responsible for your matter or contact our Client Care Partner, Nick Stotesbury. You can write or email or telephone Nick Stotesbury at Charles House, 35 Widmore Road, Bromley, Kent BR1 1RW, or telephone 020 8768 7000. In most instances he will involve either the member of staff who acted for you or the Partner in charge of the department involved in your complaint, or both, before formally responding to your complaint.

If your complaint concerns Nick Stotesbury your complaint with be dealt with by our Senior Partner Mr Mark Walkington.

If we have to change any of the timescales set out below we will let you know and explain why.

What Will Happen Next?

  1. Nick Stotesbury will either telephone you or send you a letter acknowledging your complaint. He may ask you to confirm our understanding of your complaint or to give further details of any points arising. If it seems appropriate he may suggest a meeting at this stage. At the outset he will let you know whether he or the Partner in Charge of the department involved in the complaint will be dealing with it.
  2. You can expect Nick Stotesbury to acknowledge receipt of your complaint either by letter, email or telephone call and you may also expect Mr Stotesbury to acknowledge receipt of any letter or email you send to him regarding your complaint. The acknowledgement will explain what will happen next.
  3. We will record your complaint in our central register and open a file for your complaint. We will also investigate your complaint by examining the relevant file.
  4. Once we have completed our investigation we will write to you (ordinarily within twenty one days of your initial complaint) or we may invite you to meet with Mr Stotesbury to discuss and, it is hoped, resolve your complaint. Alternatively we may write or email to you or telephone you.
  5. Within five days of any meeting with you we will write to confirm what took place and any suggestions we have agreed with you. If you do not want a meeting or it is not possible, we will send you a detailed reply to your complaint. This will include our suggestions for resolving the matter. In appropriate cases we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.
  6. At this stage, if you are still not satisfied, please let Nick Stotesbury know. We will then arrange to review our decision. We would generally aim to do this within 14 days. This will happen in one of the following ways:-
    • Nick Stotesbury will review his own decision;
    • Nick Stotesbury will arrange for another Partner in the firm who has not been involved in your complaint to review it.
    • We may ask our local Law Society or another local firm of solicitors to review your complaint. We will let you know how long this process will take;
    • We may invite you to agree to independent mediation. We will let you know how long this process will take.
  7. We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons
  8. If you are still not satisfied with the way we have dealt with your complaint, you can contact the Legal Ombudsman. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or by email at . Please note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.
  9. The Legal Services Ombudsman can be contacted as follows:
    Telephone 0300 555 0333 or
    email to  
    PO Box 6806
    Wolverhampton
    WV1 9WJ
    www.legalombudsman.org.uk