BladeLaw wants to give you the best possible service. However, if at any point you become unhappy or concerned about the service provided then
please inform Alexander May immediately, so that the problem can be resolved. If you would like to make a formal complaint, please say so, explicitly, in writing.
Making a complaint will not affect how BladeLaw handles your case. Once a complaint is received, you will receive a prompt formal final written response, normally within two working days.

If BladeLaw is unable to resolve your complaint, there are three other bodies that may be able to help.

Regulatory Complaints
The Solicitors Regulation Authority (SRA) can help you if you are concerned about this firm's behaviour.
The SRA addresses issues like dishonesty, a law firm taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
You can contact the SRA here: https://www.sra.org.uk/consumers/problems/

Service Complaints
The Legal Ombudsman can also help you if a law firm is unable to resolve your complaint itself. They will look at your complaint independently.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with BladeLaw first.
If you have, you must generally refer your complaint to the Legal Ombudsman within one year of the act or omission complained of, or within one year of when you should reasonably have realised that you had cause to complain, and within six months of receiving the final written response. The Legal Ombudsman may have discretion to extend these time limits. It can also consider a complaint where eight weeks have passed since you complained to BladeLaw and you have not received a final written response.
If you would like more information about the Legal Ombudsman, please contact them using the following contact details:
  Website: www.legalombudsman.org.uk
  Telephone: 0300 555 0333 (9am to 5pm)
  Email: enquiries@legalombudsman.org.uk
  Post: Legal Ombudsman PO Box 6167, Slough SL1 0EH

Court Assessment of Bills
Under section 70 of the Solicitors Act 1974, you may apply to the court for an assessment of a bill, including its professional fees and disbursements. The following time limits apply:
- If you apply within one month of delivery: the court must order an assessment;
- After one month: the court may order an assessment on such terms as it considers appropriate;
- After 12 months from delivery, after judgment for recovery of the costs, or after payment but before 12 months have elapsed since payment: an assessment will only be ordered in special circumstances; and
- More than 12 months after payment: an assessment cannot be ordered under section 70 on your application.
Payment from money held on account may affect these time limits, but whether a bill has been paid for this purpose depends on the circumstances, including your agreement to the amount charged. The costs of assessment are generally payable by the solicitor if the bill is reduced by at least one fifth; otherwise, they are generally payable by the client. Exceptions apply, and the court may order otherwise.
You may also be able to apply to court for help using other legal routes, in which case different rules and deadlines apply.
You should obtain independent advice promptly if you are considering an assessment, as delay may affect your rights and expose you to additional costs.

Approved Alternative Dispute Resolution
The SRA requires solicitors to provide details of an approved alternative dispute resolution body and to state whether the solicitor agrees to use its scheme. BladeLaw has identified ProMediate, whose details are available at https://www.promediate.co.uk/. BladeLaw does NOT agree to participate in its scheme. Such schemes can involve significant costs for the solicitor, even where a complaint is ultimately found to be without merit. As a sole practitioner, BladeLaw considers that incurring such costs would inevitably increase the fees payable by all clients. This does not affect your right to refer an eligible service complaint to the Legal Ombudsman.

BladeLaw very much hopes that none of the above will be necessary, but you can be assured of a professional approach even in such difficult circumstances.