Complaints

We are committed to providing a clear, practical and professional service. If you are unhappy with any aspect of our service, we want to know so we can look into it properly and try to put things right.

1. How to make a complaint

You can make a complaint by contacting us using the details below.

Please include:

• your name and contact details

• a clear description of your concern

• any relevant dates, documents or correspondence

• what outcome you are seeking

• Email:hello@buzzlegal.co.uk

2. What happens next

We will aim to:

• acknowledge your complaint within 5 working days

• review the complaint fairly and objectively

• ask for further information if needed

• provide a substantive response within 20 working days, where reasonably possible

If we need longer, we will let you know.

3. Complaints about regulated legal work

Buzz Legal Ltd is not an SRA-regulated law firm.

If your complaint relates to work carried out by RHF Solicitors or another authorised law firm, that part of the complaint may need to be dealt with under that firm’s own complaints procedure.

Where relevant, we will tell you who should handle the complaint and pass on the appropriate contact details.

4. Our approach

We take complaints seriously and use them to improve our service. Making a complaint will not affect how we handle any ongoing enquiry or matter, subject to legal and practical constraints.

5. Escalation

If you remain unhappy after we have responded, you can reply and ask for the matter to be reviewed by a senior person within Buzz Legal Ltd.

If your complaint concerns personal data or privacy, you may also complain to the Information Commissioner’s Office.

The ICO says privacy information should tell people how they can complain if they have concerns about how their data is being used, so it is worth cross-linking this page from the Privacy Policy as well.