020 8670 6141 [email protected]

BENNETT WELCH’S COMPLAINTS INVESTIGATION PROCEDURE

The following is designed to guide you through our complaints investigation procedure.

Dee Hassan is responsible for supervising the investigation of any complaint made against any member of this firm. It will assist her in investigating your complaint if you would send a written summary of events to Dee together with copies of any relevant documents.

Dependent upon the nature of your complaint, Dee may investigate the complaint herself or she may ask another partner to investigate where she considers it appropriate – for example, if it relates to a matter within that partner’s department. Dee (or the partner investigating your complaint) may ask to meet with you or to speak to you on the telephone where she considers it would be helpful.

Dee will write to you within 10 working days of her receipt of your complaint advising you of the initial action being taken and the likely length of time it will take her to investigate your complaint. Once our investigation has been completed, Dee may ask to meet with you to discuss her conclusions and any action to be taken. In all cases, these will be confirmed to you in writing. In the absence of unusual and/or complicating circumstances, we will report to you within 40 working days of receiving your complaint.

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently. 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 the alleged 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.

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm

Email: [email protected]

Write: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

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. If you would like more information about the Solicitors Regulation Authority, please contact them.

Visit: www.sra.org.uk

Call: 0870 606 2555 between 9am to 5pm

Email: [email protected]

Write: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham B1 1RN