Internal Complaints Procedure

Row of houses

At Benussi & Co we are committed to providing the best possible service.  When something goes wrong, we need you to tell us about it.  This will help us improve our standards.

If you have a complaint, please raise the issue with the solicitor responsible for your matter or, if you prefer, Helen Benussi, who can be contacted by email at or by post at: 7th Floor Newater House, 11 Newhall Street, Birmingham, B3 3NY.

What will happen next

  • We will acknowledge receipt of your complaint within five working days of receiving it.
  • We will then investigate your complaint. This will normally involve passing your complaint to our Complaints Handling Partner, Helen Benussi, who will review your matter and speak to the member of staff who acted for you.
  • Helen Benussi will then let you have a more detailed letter, responding to the points you have raised, within 14 days of the acknowledgement letter.
  • At this stage, if you are not satisfied, you should contact us again and we will then arrange a meeting with you, at our offices, in an attempt to reach a conclusion. If a meeting is not possible you can respond to the comments made in our letter and ask us to review the matter.
  • If a meeting is not possible, we will write to you within 14 days of receiving your request for a review, confirming out final position on your complaint and explaining our reasons.