Make a Complaint

Before completing the complaint form below, please read our Complaint Policy. It explains who may complain, what information we need, how we review complaints, the timescales we aim to follow, and the possible outcomes. ## Complaint Policy ### Introduction Business Legal Advice (“BLA”, “we”, “us” or “our”) is committed to providing a professional, transparent and reliable service. We take complaints seriously because they help us identify concerns, correct issues where appropriate and improve the way we work. This Complaint Policy explains who may complain, how complaints must be submitted, how we review them, the timescales we aim to follow, and the possible outcomes. The complaints process is free of charge. ### 1. Who can use this policy 1.1 This policy may be used by clients who have used our paid services. 1.2 This policy may also be used by a person who is not a paying client where the complaint relates to our website, online reviews, testimonials, advertising, pricing information, service descriptions or other public-facing marketing material. 1.3 A client service complaint may relate to the quality of service, communication, delay, fees, conduct, confidentiality, failure to follow agreed instructions, failure to explain the scope of the service, or the way the agreed work was handled. 1.4 A website, review or marketing complaint may relate to whether any public-facing information is unclear, inaccurate, incomplete, misleading, unfair, improperly presented, or in need of correction or clarification. 1.5 This policy does not apply to general enquiries, requests for free advice, or dissatisfaction with an outcome outside our control, such as a decision made by a court, tribunal, employer, opponent, public body or third party. ### 2. Professional and legal standards 2.1 We handle complaints in accordance with our professional obligations, including the NALP Members’ Code of Conduct and Ethics. 2.2 The NALP Code requires complaints to be dealt with free of charge and requires a complaints policy to be easily accessible. It also requires reference to the right of escalation to NALP where applicable. 2.3 Where the complaint relates to paid services, we may consider whether the service was provided with reasonable care and skill, including by reference to section 49 of the Consumer Rights Act 2015 where applicable. 2.4 We may also consider whether information provided before or during the service was clear, accurate and properly reflected in the work agreed, including by reference to section 50 of the Consumer Rights Act 2015 where applicable. 2.5 Where the complaint relates to website content, reviews, testimonials, advertising, pricing information or marketing material, we may consider applicable consumer protection principles, including transparency, fair presentation and the avoidance of misleading commercial practices. 2.6 We recognise the importance of responsible review and marketing practices, including concerns arising from the Digital Markets, Competition and Consumers Act 2024 and related consumer protection expectations concerning fake reviews, misleading reviews, hidden charges, unclear pricing and misleading online content. ### 3. How to make a complaint 3.1 Complaints must be started using the online complaint form on this page. 3.2 The online form is the required method for client service complaints and the preferred method for website, review and marketing complaints. It helps us collect the minimum information needed to review the issue properly and fairly. 3.3 Complaints are not accepted by telephone or ordinary email unless there is a technical problem with the online form or the person making the complaint is experiencing difficulty using it. 3.4 If there is a technical problem with the form, or if assistance is needed to access or complete the form, contact us using the details below: Email: [william@businesslegaladvice.co.uk](mailto:william@businesslegaladvice.co.uk) Telephone: 07946 224674 3.5 Telephone or email contact under clause 3.4 is for assistance with accessing or completing the complaint form only. The complaint itself should still be submitted through the online form unless this is not reasonably possible. ### 4. Information required 4.1 The complaint form requires minimum information so that we can identify the person complaining, locate the relevant matter or material, and understand the complaint. 4.2 For client service complaints, the information normally required includes: a. first name and last name; b. email address; c. telephone number; d. client or matter reference, if known; e. a clear explanation of what the complaint is about; and f. the outcome sought. 4.3 For website, review, testimonial, advertising or marketing complaints, the person complaining should identify the relevant webpage, review, testimonial, advertisement, statement, pricing information or marketing material and explain why they believe it is inaccurate, misleading, unfair, unclear or otherwise inappropriate. 4.4 The person making the complaint should provide enough detail to allow us to understand what happened, when it happened, why they are dissatisfied and what outcome they are seeking. 4.5 If important information is missing, we may ask for further information before completing the review. ### 5. Review process and timescale 5.1 After the online complaint form is submitted, the person making the complaint should receive confirmation that the complaint has been received. 5.2 Within 24 hours of that confirmation, we will review the information provided and contact the person by email if further information or documents are needed. 5.3 We will review the complaint fairly and carefully. Depending on the nature of the complaint, we may consider: a. the client agreement or terms of service; b. the agreed scope of work; c. payment records; d. correspondence; e. documents provided by the client; f. documents prepared by BLA; g. the work carried out; h. information given before or during the service; i. the website page, review, testimonial, advertisement or marketing material complained about; j. relevant pricing or service information; k. relevant professional obligations; and l. any other information reasonably necessary to understand the complaint. 5.4 We aim to complete the complaint process and provide a written outcome within 28 days of receiving the complaint. 5.5 If further information is required, the 28-day period may depend on when that information is provided. 5.6 If more than 28 days is needed, we will explain why and confirm when a response can be expected. ### 6. Possible outcomes 6.1 After reviewing a complaint, we may decide that the complaint is upheld, partly upheld, or not upheld. 6.2 Possible outcomes for client service complaints may include: a. an explanation of what happened; b. an apology; c. correction of an error; d. further work, where appropriate and within the agreed scope of service; e. a reduction of fees; f. a full or partial refund; g. changes to our internal processes; or h. confirmation that no further action is required. 6.3 Possible outcomes for website, review, testimonial, advertising or marketing complaints may include: a. an explanation of the content; b. correction or clarification of wording; c. amendment or removal of material; d. addition of further information or context; e. review of how reviews or testimonials are collected, moderated or displayed; f. review of pricing or service descriptions; or g. confirmation that no change is required. 6.4 Any outcome will depend on the facts of the complaint, the information available, the service or material complained about, and any relevant professional or legal obligations. ### 7. Confidentiality, data protection and escalation 7.1 Personal information provided as part of a complaint will be used for the purpose of reviewing, investigating and responding to the complaint. 7.2 Complaint information may include contact details, matter details, correspondence, documents, payment records, website material, review information and information about the service provided. 7.3 Complaint information will be handled confidentially and in accordance with applicable data protection requirements. 7.4 We will only use complaint information where it is necessary to investigate the complaint, respond to the person making the complaint, keep appropriate records, comply with professional obligations, review our internal processes, or deal with any escalation where applicable. 7.5 Complaints are handled free of charge. 7.6 If a client remains dissatisfied after receiving our final response, they may have the right to refer the matter to NALP, where applicable. 7.7 Details of NALP’s complaint or escalation process can be obtained from NALP directly. 7.8 A client should normally allow us to complete our internal complaint process before escalating the matter.