Complaints Procedure

We hope that you are happy with the service we provide. If at any stage you have concerns or wish to make a complaint please tell the person handling your matter straight away about the nature of your concern. If you do not feel comfortable speaking with the individual handling your matter then you can contact our complaints partner directly at coby@bensongoldstein.com.

If the person handling your matter cannot promptly resolve your concerns then it will be dealt with as a formal complaint under our complaints policy. This process involves an investigation of the concerns by a senior member of our firm. We will then write to you within 8 weeks setting out our final response to the complaint and how you can pursue your concerns further if you do not agree with our proposed resolution or outcome.

Individual consumers and smaller organisations may be entitled to complain to the Legal Ombudsman about our service if they remain dissatisfied. The Ombudsman would generally expect clients to follow a firm’s internal complaints procedure first, however.

Complaints to the Ombudsman should normally be made within six months of receiving our final response to your complaint and no more than one year from the date when the problem arose (or, if you were not initially aware of the problem, within one year of when you should reasonably have known that there was cause for complaint).

You can find further information about the Ombudsman on the website www.legalombudsman.org.uk. You can write to the Ombudsman at Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ, or by email at enquiries@legalombudsman.org.uk, or call on 0300 555 0333.

Please note that the Legal Ombudsman deals with concerns about the level of service a client has received. Where there are more serious concerns that a solicitor or solicitor’s firm has been involved in professional misconduct, reports can also be made to the SRA, the regulator of solicitors and solicitor firms. This could include serious acts of misconduct such as dishonesty, misuse of client money, or unfair treatment due to age, disability, or other characteristics. We do not anticipate any such issues, but ask that you notify the matter supervisor straight away if you have any such concerns. Further information can be found on the Solicitors Regulation Authority website.