Complaints Policy

Braviot Complaints Policy

Our Commitment

Braviot is committed to delivering a high-quality legal service and treating all clients fairly. However, we recognise that we may not always get everything right. If something goes wrong, including concerns about a bill, we encourage you to tell us. Your feedback helps us maintain and improve our standards.

How to Make a Complaint

If you have a complaint, you may contact us in writing (letter or email), by telephone, or in person.

In the first instance, you may find it helpful to raise your concerns with the person handling your matter. They will do their best to resolve the issue promptly. If you do not feel comfortable doing so, or if the issue remains unresolved, please contact the person responsible for supervising your matter (as identified in your client care letter), your client relationship partner, or our Compliance Officer.

Compliance Officer Contact Details

Our Compliance Officer for complaints is:

Mustafa Yurdakul

Braviot Limited

Office 403,

Screenworks, 22 Highbury Grove

London

N5 2ER

Telephone: +44 (0)7438 905097

Email: mustafa.yurdakul@braviot.com

What Happens Next

• Acknowledgement

Within three working days of receiving your complaint, we will send you a written acknowledgement along with a copy of this policy.

• Investigation

We will then investigate your complaint. This typically involves:

Reviewing your complaint

Examining your file and relevant documents

Discussing the matter with the team member involved

We may request further information from you if needed and will specify any deadlines for providing it.

We will keep you updated on the progress of your complaint.

• Discussion

If appropriate, we will invite you to a meeting (in person, by telephone, or via video call) to discuss your concerns and work towards a resolution. We aim to arrange this within 21 days of acknowledging your complaint or receiving any additional information requested.

• Outcome

At the conclusion of our investigation, we will write to you explaining:

what we have done

our findings

the steps we propose to resolve your complaint

We aim to provide this written response within 10 working days of our meeting or discussion.

If You Remain Dissatisfied

If you are not satisfied with our response, please let us know. We will then arrange a further review, which may involve:

A review by someone within Braviot who has not previously been involved in your complaint

An invitation to participate in independent mediation

We will confirm the outcome of any internal review within five working days of its completion.

Legal Ombudsman

If your complaint remains unresolved after eight weeks, or if you are dissatisfied with our final response, you may be entitled to refer your complaint to the Legal Ombudsman.

You must normally bring your complaint to the Legal Ombudsman:

within six months of receiving our final response

and within one year of the act or omission complained about

or within one year of when you should reasonably have become aware of the issue

Contact Details:

Call: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Alternative Dispute Resolution (ADR)

ADR bodies exist that can handle complaints about legal services. However, Braviot has chosen not to adopt an ADR scheme. If you wish to pursue your complaint further, you should contact the Legal Ombudsman.

Concerns About Our Conduct

If you believe Braviot has acted improperly, for example, dishonesty, misuse of funds, or discrimination, you may raise your concerns with the Solicitors Regulation Authority (SRA).

SRA guidance is available at:

https://www.sra.org.uk/consumers/

Costs

We do not charge for handling your complaint.

If a bill remains unpaid, we may be entitled to charge interest in accordance with our terms of business.

The Legal Ombudsman service is free of charge.

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If you have any questions about this policy, please contact us at info@braviot.com.