Legal Information and Complaints
Firm name:
BTO Solicitors LLP
Legal status and form:
Limited Liability Partnership
Addresses:
48 St Vincent Street, Glasgow, G2 5HS and
One Edinburgh Quay, 133 Fountainbridge, Edinburgh, EH3 9QG and
77-81 Sinclair St, Helensburgh, G84 8TG
Professional title:
Solicitors
Name of professional body:
The Law Society of Scotland
BTO's VAT number:
260371482
Professional indemnity insurance:
BTO's professional indemnity insurance coverage is provided under The Law Society of Scotland’s compulsory Master Policy for Professional Indemnity Insurance. The cover is provided by a panel of insurers, the lead insurer being Royal & Sun Alliance Insurance plc. For these purposes, the lead insurer’s address is 200 St Vincent Street, Glasgow, G2 5SG. The coverage is worldwide (i.e. wherever the client is situated).
Standards:
We are obliged on request to provide information on the professional rules which are applicable to us and how to access them. These are the Standards of Conduct Practice Rules for solicitors in Scotland which are available from The Law Society of Scotland’s website (www.lawscot.org.uk) from which there are two clickable links to the Standards.
Complaints:
In the event that you are unhappy with our services or are concerned about our conduct, please contact the partner responsible for the matter. The partner responsible will be specified in our letter of appointment or legal services agreement. Alternatively, the complaint can be addressed to our Client Relations Manager:
- Wendy Thomson, by writing to: Wendy Thomson, 48 St Vincent Street, Glasgow, G2 5HS or by emailing clientrelations@bto.co.uk
To help us investigate your complaint, if possible, please provide us with the details about the complaint, including any references we might have provided to you, the specifics of the complaint, and any relevant documentation.
In response to a complaint, we aim to acknowledge receipt as soon as possible and will provide you with a copy of our complaints policy. If we need any additional information to investigate the issues raised, we will notify you once we receive your complaint in writing or by email.
Provided we receive all necessary information from you to investigate the complaint, we will write to you within 28 days of receipt of the complaint, informing you of the outcome of the investigation. In the event that we require more time to review and respond to your complaint, we will inform you in writing or by email.
Following our investigation of the complaint, the Client Relations Manager will notify you in the outcome letter that if you remain dissatisfied with the outcome, you may contact the Scottish Legal Complaints Commission (SLCC). The SLCC operates strict time limits for acceptance of complaints which can be found on the SLCC website or by contacting the SLCC directly.
If you are unsatisfied with the outcome of your complaint, you may contact the SLCC in writing to: The Scottish Legal Complaints Commission, The Stamp Office, 10-14 Waterloo Place, Edinburgh EH1 3EG; or by telephone on 0131 201 2130; or by email at enquiries@scottishlegalcomplaints.org.uk.
The Scottish Legal Complaints Commission acts as the gateway for all complaints. It also decides whether complaints are about a service provided by a solicitor (which are dealt with by the Commission) or about a solicitor’s conduct (which are referred to the Law Society of Scotland for investigation). More information regarding this is available on the Law Society of Scotland’s website (www.lawscot.org.uk).