We Want to Give You the Best Possible Service

However, if at any point you become unhappy or concerned about the service we have provided, then we would encourage you to inform us immediately so that we can do our best to resolve the problem.

In the first instance, it may be helpful to contact the advisor who is working on your case to discuss your concerns, and we will do our best to resolve any issues.

If you still have queries or concerns, please contact [Insert Name] on [Phone Number and Email] or by post to [Address]. Your right to complain might relate to the way in which your matter is being handled or the fee we are seeking from you.

For further information or if you want to make a formal complaint, then you can read our full complaints procedure here: [Insert Link to PDF]. In our procedure, we explain how we will handle a formal complaint. We also explain the role of the Legal Ombudsman and the Solicitors Regulation Authority (SRA) and provide useful contact details so that you can be properly aware of your rights and the options available to you.

Bekenbey Law: Our Complaints Handling Procedure

We are authorised and regulated by the Solicitors Regulation Authority (SRA). We are committed to high-quality legal advice and client care and aim to offer all our clients an efficient and effective service.

However, if you would like to discuss how the service to you could be improved, or should there be any aspect of our service with which you are not satisfied, please contact the person in our firm responsible for complaints handling:
[Insert Name of Person Responsible for Complaints], [Their Role, e.g., Director]
on [Phone Number and Email] or by post to [Address].

We are committed to resolving any concerns as soon as possible and in order to do this, will follow our complaints handling procedure. We will handle your complaint promptly, fairly, and free of charge.

Our Complaints Procedure Is As Follows:

Step One:
If you have not already done so, please let us know the full nature of the problem.

Step Two:
Our Complaints Handling Representative will write to you to acknowledge your complaint within five working days. In this letter, we shall confirm what happens next.

Step Three:
Our Complaints Handling Representative shall then investigate the matter by reviewing the matter file and speaking to the member of staff concerned within ten working days of acknowledging receipt of the complaint.

If, for some reason, the matter cannot be investigated in this timeframe, then we will write to you notifying you of this together with the reason why and giving a revised timescale.

Once the investigation has been completed, our Complaints Handling Representative shall invite you to a meeting to discuss the issue(s) you have raised and hopefully resolve the complaint. This could be a:

• Meeting

• Video conference call

• Telephone call

Your preference will be taken into account. This process of engagement will take place within ten working days of our concluding the investigation.

Following the meeting or call, our Complaints Handling Representative shall write to you within five working days of the meeting or call to confirm the discussion and the solution agreed upon.

If you do not want to or are unable to attend such a meeting, we will be happy to send you a detailed, written response, including the proposed solution, within fifteen working days of our concluding the investigation.

Step Four:
If you are satisfied with our response, that will be the end of the matter.

However, if you are not satisfied, you will be invited to contact our Complaints Handling Representative again, and they will arrange for [another Partner/Director / another senior staff member unconnected with the matter] to review the decision.

They will write to you within ten working days of receiving your request with confirmation of the firm’s final position in relation to the complaint, outlining the reasons and any final redress that is offered.

Step Five: Other Avenues

You must always try complaining to us first. In most cases, you will not be able to take your complaint further without allowing us the opportunity to put things right.

Legal Ombudsman

We are permitted a period of eight weeks to consider the complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then you may ask the Legal Ombudsman to consider the complaint.

Please be aware:

• Complaints must be made within six months of receiving a final written response from us.

• Complaints must be made within one year of the act or omission you are complaining about, or within one year of when you should have known about the grounds for complaint.

Contact Details:

• Phone: 0300 555 0333

• Website: www.legalombudsman.org.uk

• Address: PO Box 6167, Slough SL1 0EH

Solicitors Regulation Authority (SRA)

If you think a solicitor might be dishonest or you have concerns about their ethics or integrity, you have the right to notify our regulator, the Solicitors Regulation Authority (SRA).

The SRA does not deal with poor service complaints (these should be referred to the Legal Ombudsman).

Contact Details:

• Phone: 0370 606 2555

• Website: www.sra.org.uk