Complaints Procedure

COMPLAINTS PROCEDURE
SERVICE
Bennett Richmond is committed to offering all Clients an efficient and effective service at all times. We very much hope that you will be pleased with the work that we do and the results achieved.
But if there is any aspect of our service you are unhappy about including a problem with our invoice/bill of costs/fees disbursements we have a procedure in place which details how your complaint will be dealt with.

HOW TO COMPLAIN
You should take up the matter first with the person dealing with your case/matter and try to resolve it that way.
It that does not resolve the matter then you can take the complaint further with us by writing to Mr Peter Aylmore who is one of our Partners or to Mr Mark Davies if it is Mr Aylmore who is dealing with your case/matter. This is best done in writing by e-mail or letter.
Within six working days of receipt of your complaint e-mail or letter you will get a written reply from us saying you will hear from Mr Aylmore or Mr Davies when he has investigated your complaint and how long this will take.

You may be asked to speak to Mr Aylmore/Mr Davies to discuss the complaint and the way or ways of resolving it before a final decision is made. That discussion can be done either by phone or if you prefer by coming in to see Mr Aylmore or Mr Davies for an appointment. The phone call or visit will be free of charge.

LEGAL OMBUDSMAN
If you are not satisfied with the result of Bennett Richmond’s internal investigation and our decision on your complaint you may if you wish take up the matter with:-

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Tell: 03005554333
E-mail: enquiries@legalombudsman.org.uk
Web: www.legalombudsman.org.uk

The Legal Ombudsman will consider you complaint.

They will look at your complaint independently.

Before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve you complaint with us first.

The Legal Ombudsman will expect that you contact them within six months of receiving a final response from Bennett Richmond about your complaint and no more than six years from the date of the act/omission that your complaint is about and no more than three years from when you should reasonably have known there was a cause for complaint.


THE SOLICITORS REGULATION AUTHORITY

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, disability or other characteristic.

You can raise your concern with them by using this link: http://www.sra.org.uk/consumers/problems/report-solicitor.page