Complaints procedure

At Benussi & Co Ltd we want to give you the best possible service and are committed to providing every client with top quality legal advice.  However, if at any point you become dissatisfied or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

If you would like to make a formal complaint, then you can read our full complaints procedure here.

Our complaints procedure

If you have a complaint, in the first instance, write to us with the full details.

What happens afterwards?

  1. You will receive a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within seven days of us receiving your complaint.
  2. We will record your complaint in a separate file. We will do this within seven days of receiving your complaint.
  3. We will acknowledge your reply to our acknowledgement letter and confirm what will then happen. You can expect to hear from us within seven days of your reply.
  4. We will then start to investigate your complaint. This will normally involve the following steps:
    • We will pass your complaint to Helen Benussi, our designated Complaints Director, within seven days.
    • She will ask the member of staff who acted for you to reply to your complaint within seven days.
    • She will then examine the reply and the information in your complaint file. If necessary she may also speak to them. This will take up to seven days from receiving the reply and the file.
  5. Helen Benussi will then invite you to meet her and discuss the matter. We hope we will be able to resolve your complaint.  She will do this within seven days of step 4 concluding.
  6. Within seven days of the meeting Helen Benussi we will write to you to confirm what took place and any solution she has agreed with you. If you do not want a meeting or it is not possible, Helen Benussi will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. She will do this within seven days of completing her investigations.
  7. At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision. This will happen in one of the following ways:
    • Another director at the firm will review Helen Benussi’s decision within 14 days;
    • We will invite you to agree to independent mediation within 14 days. We will let you know how long this process will take.
  8. We will let you know the result of the review within seven days of the end of the review. At this time we will write to you confirming our final position in respect of your complaint and explaining our reasons.
  9. If we have to change any of the timescales stated, we will let you know and explain why.

Making a complaint will not affect how we handle your case. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority.

What do to if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman: Within six months of receiving a final response to your complaint; and No more than six years from the date of act/omission; or No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Write to:

Legal Ombudsman
PO Box 6806,
Wolverhampton,
WV1 9WJ