Buxton Ryan and Co Solicitors Sawbridgeworth Hertfordshire


Tel:  01279 723434

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Complaints Handling Procedure

The partners at Buxton Ryan & Co take complaints against us or our staff very seriously, and we will do our very best to investigate your complaint impartially and seek to find a resolution that suits all parties.

In the event that we are unable to resolve your complaint to your satisfaction, we will direct you as to how you may take your complaint further.

Below is a very brief description of the procedure that will be followed in the event that you decide to make a complaint against this firm.

Step 1

Please let me know the full nature of the problem if you have not already done so. You can do this by emailing me at garyryan1@live.co.uk or writing to me at the firm's main office address.

Step 2

I shall write to you acknowledging your complaint within 3 working days. In this letter I shall confirm what happens next.

Step 3

I shall then investigate the matter by reviewing the matter file and speaking to the member of staff concerned within 7 days of acknowledging receipt of your complaint. If for some reason the matter cannot be investigated in this time frame, then I will write to you notifying you of this together with the reason why, and giving a revised time scale. Once the investigation has been completed, I shall invite you to a meeting to discuss the issue(s) that you have raised, and hopefully resolve the complaint. This meeting will take place within 14 days of sending you the acknowledgment letter. Following the meeting, I shall write to you within 3 days of the meeting to confirm our discussion and the solution agreed upon.

Step 4

If you do not want to, or are unable to attend such a meeting, I am happy to send you a detailed, written response, including my proposed solution, within 14 days of sending you the letter acknowledging receipt of your complaint.

Step 5

If you are satisfied with my response in either Step 3 or 4 above, that will be the end of the matter. However, if you are not satisfied you should contact me again and I will arrange for another partner to review my decision. He will write to you within 14 days of receiving your request with confirmation of the firm's final position in relation to your complaint, outlining the reasons and any final redress that is offered.

Step 6

If you remain unsatisfied, you can contact the Legal Ombudsman. The Legal Ombudsman can 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:

Within six months of receiving a final response to your complaint


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.

The Legal Ombudsman would not accept complaints where the act or date of awareness was before 6th October 2010.

If you would like more information about the Legal Ombudsman, please contact them by visiting www.legalombudsman.org.uk or calling: 0300 555 0333 between 9.00 to 17.00, emailing enquiries@legalombudsman.org.uk or writing to Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Gary Ryan - Complaints Partner

Authorised and regulated by the Solicitors Regulatory Authority


Lawyers Hertfordshire