Complaints Policy and Procedure

Baker Stirling Legal Services Ltd is committed to high quality legal advice and client care.

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.

If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case and you will not be charged for time spent handling your complaint.


We hope that you will never have reason to complain about our service to you or a bill of costs that we send to you. However, if you are unhappy about any aspect of the service you have received, or about the bill, please bring it to our attention as soon as you can with full details. We will try to resolve the matter quickly, and fairly. The firm’s Managing Director and Complaints Manager is James Baker, who can be contacted on 020 7268 4950 and/or Alternatively, please send a letter by post to our office.

What will happen next?

1. We will send you a letter or email acknowledging your Complaint within five working days of receiving it, enclosing a copy of this procedure. We will also let you know the name of the person who will be dealing with your Complaint if James Baker is unavailable.

2. We will record your Complaint in our central register and open a separate file for your Complaint. We will then investigate your complaint.

This will normally involve the following steps:

  • James Baker will start to investigate your Complaint.
  • The director handling your complaint will obtain the relevant file and review the same.
  • The director handling your complaint will speak to the member of staff who acted for you.
  • Although the Legal Ombudsman Guidelines allow us 8 weeks to resolve your complaint, you should hear from the director handling your complaint, with the findings, within 15 working days of sending you the acknowledgement letter. However, if the complaint is complicated, further time may be needed and we will write to tell you and set another time limit.

3. If the reply (and the proposed action if any) is not satisfactory to you, the relevant director will then invite you to a meeting and discuss and hopefully resolve your Complaint. S/he will do this within five working days. If you do not want a meeting or it is not possible, we will write to you with our suggestions for resolving the matter.

4. Within five working days of any meeting, we will write to you to confirm what took place and any solutions agreed with you.

What to do 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 complaints independently and accessing the Ombudsman will not affect how we handle your case. Most ‘consumer’ clients (as opposed to large businesses) will be able to make use of the Ombudsman scheme however there are restrictions for some larger clients. 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:

  • Within six months of receiving a final response to your complaint and
  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them:
Call: 0300 555 0333 between 9am to 5pm.

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Please note that the Ombudsman are there to deal with concerns about the level of service received. Where there are more serious concerns that a solicitor or solicitor’s firm have been involved in professional misconduct then reports can also be made to the Solicitors Regulation Authority, the regulator of solicitors and solicitor firms. This could be for quite unusual and serious acts of misconduct such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Obviously, we do not anticipate any such problems arising and would ask that you notify the matter supervisor straight away if you have any such concerns. You can find out more about the Solicitors Regulation Authority including their contact details on their website: