Complaints

1. How to make a complaint

Email us at hello@buzzaccounting.co.uk, or write to us at the address in section 6. Put "Complaint" in the subject line so it reaches the right person quickly.

Please include:

• your name and contact details
• a clear description of your concern
• any relevant dates, documents or correspondence
• what outcome you are seeking

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 reserved legal work

Buzz Legal provides non-reserved legal services. If your complaint relates to reserved legal 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. If you are still unhappy

If our response does not resolve things, reply to us and ask for the matter to be reviewed. A senior person at Buzz Legal Ltd who was not involved in the original matter will look at it again and write to you with a final response, normally within 20 working days.

Buzz Legal Ltd is not a firm of solicitors and is not regulated by the Solicitors Regulation Authority, so complaints about our own work do not go to the Legal Ombudsman. Where your complaint relates to reserved legal work carried out by RHF Solicitors or another authorised firm, that firm's complaints procedure applies and you may be able to take the matter to the Legal Ombudsman or the Solicitors Regulation Authority. We will tell you which applies and give you the right contact details.

If your complaint is about how we have handled your personal data, you can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. You do not have to complain to us first, but it usually helps if you do. See our Privacy policy for how we use your data.

6. Contact details for complaints

Email: hello@buzzaccounting.co.uk

Phone: 01924 367 902

Post: Buzz Legal Ltd, 16 Aylmer Parade, Aylmer Road, London N2 0PE

Buzz Legal Ltd is registered in England and Wales, company number 17078192.