How to make a complaint
We take complaints seriously. This page sets out how to raise one, what happens next, and how to escalate if you're not satisfied with the outcome.
How to make a complaint
If you want to raise a complaint with us, please get in touch using the details below. To help us look into it properly, please include:
- Your name and contact information
- A description of your concern
- Relevant dates, documents or correspondence
- The outcome you're looking for
Complaints should be sent by email to hello@buzzlegal.co.uk.
What happens next
We will acknowledge your complaint within 5 working days. We will review it fairly and objectively, and may ask you for further information if it helps us understand the issue properly. Where reasonably possible, we aim to provide a substantive response within 20 working days. If we need longer than that, we will let you know and explain why.
Complaints about regulated legal work
Buzz Legal Ltd is not an SRA-regulated law firm. Where a complaint relates to regulated legal work carried out by RHF Solicitors, or by another authorised law firm we've referred you to, that complaint needs to be handled under that firm's own complaints procedure. We'll provide you with the appropriate contact details where relevant.
Our approach
We take every complaint seriously and use it to improve how we work. Raising a complaint will not negatively affect any ongoing matter you have with us, subject to any legal or practical constraints that may apply.
Escalation
If you remain unhappy with how your complaint has been handled, you can ask for it to be reviewed at a senior level. If your complaint relates to how your personal data has been handled, you also have the right to escalate it to the Information Commissioner's Office (ICO).