Our Complaints Process

We want to give you the best possible service and we are doing all we can to deliver that. However, if at any stage you become unhappy with the service we are providing or you have any concerns about your bill, you should let us know immediately so that we can do our best to put things right. 

We have a process in place for dealing with any complaints we receive. All complaints should firstly be sent for the attention of our Complaints Director.

By email at enquiries@burn-company.co.uk or

By post to Burn & Company Solicitors, Ebor House, Millfield Lane, Nether Poppleton, York, YO26 6QY


We will acknowledge your complaint within 7 days and have 8 weeks to investigate and come back to you with our findings. You will not be charged for any work we do in trying to resolve your complaint. If we have been unable to resolve your complaint within that timescale, then you can have the complaint independently reviewed by the Legal Ombudsman.

The Legal Ombudsman can investigate complaints up to 6 years from the date of the problem, or within 3 years of when you found out about it. If you do wish to refer a complaint to the Ombudsman it should be done within 6 months of the date of our final response to you. The Legal Ombudsman is unlikely to deal with your complaint until our complaints process has been followed.

For further detail about the Legal Ombudsman and the process for making a complaint, contact the Legal Ombudsman directly in one of the following ways:

Visit the website at www.legalombudsman.org.uk

Call the helpline on 0300 555 0333 (8.30am-5.30pm)

Email enquiries@legalombudsman.org.uk or

Write to Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.


Should you not wish to use the services of the Legal Ombudsman then alternative complaints bodies exist, such as Small Claims Mediation – www.small-claims-mediation.co.uk which is competent to deal with complaints about legal services that we have not been able to resolve to your satisfaction, should both you and our firm wish to use such a scheme.  You must however inform us in writing first if you intend to use this mediation service.

Speak To A Specialist

Tell Us Who You Are And What's On Your Mind


Find Us

Ebor House
London Ebor Business Park
Millfield Lane
Nether Poppleton
YO26 6QY

Tel: 01904 655442

Fax: 01904 627107


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Hanover House
The Crescent
Market Place
North Yorkshire
YO61 3AD

Tel: 01347 822188

Fax: 01347 823082


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