Third Party Complaints and Grievance Policy

We are committed to providing a quality service. As part of this service, we will work with, and across from, third parties

We must comply with a professional code of conduct and act always in accordance with a set of core principles. Accordingly, we have a duty to act in the best interests of our clients and in doing so we may send correspondence and do things to which third parties object, while still acting within the law, proper procedure, and our professional code.

In certain circumstances concerns or grievances about issues of conduct are dealt with as part of the overall process which the parties are involved in, for example, the way we behave in court or tribunal proceedings is first and foremost a matter for that court or tribunal to determine as part of those proceedings.

We are not under any obligation to investigate concerns or grievances from third parties, however we take all complaints regarding our conduct seriously.

Where possible, we will reply to complaints about our conduct. However, we have a duties we owe to our clients, and as such we may not be able to respond fully to your concerns due to these obligations.

1. What do I do if I have a concern or grievance regarding Bexley Beaumont’s conduct?

At first, you may discuss any feedback or concerns which you have about the conduct of a member of Bexley Beaumont with the person dealing with the matter. If the person dealing cannot resolve your concern informally, or if the issue is of such a serious nature that you do not feel comfortable raising it with this person then you may choose to raise under this under this policy.

2. How do I raise a concern or grievance under this policy?

If you wish to raise a complaint under this policy, contact Nick Capper, Head of Compliance & Risk nickcapper@bexleybeaumont.com and include:

• Your full name and contact details;
• Details of your concern or grievance including where you feel a member of the Bexley Beaumont failed to act appropriately including the names of any individuals;
• What you hope to achieve as a result of your reported concern; and
• The parties to the matter connected to the conduct which has caused your complaint (including the file reference number if known).

Professional rules prevent solicitors from corresponding directly with a client of another solicitor about their own matter, without that solicitor's consent (save in exceptional circumstances). If you are legally represented, then all issues should be directed through your legal representation as we are not permitted to write to you directly.

3. What happens after I have raised a concern or grievance under this policy?

We will:

• Send an acknowledgement of your complaint.
• Investigate the concerns raised.
• Once our investigation is complete, we will send you a reply to your complaint.

It is our policy to acknowledge, investigate, and provide a response/outcome to all reported concerns or grievances raised to us. All reports are reviewed independently to ensure fairness, transparency, and to continually improve our practices.

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