Our Complaints Procedure
At David Benson Solicitors we are committed to providing a high standard of legal service to all our clients. In the event that you are unsatisfied with any aspect of the service you receive; complaint handling procedures are in place to manage your concerns.
We request that complaints are made in writing and addressed to:
David Mariampillai
28 Merton High Street
SW19 1DN
Alternatively, please contact email by david@davidbensonsolicitors.co.uk
A copy of our full written Complaints Policy and Procedure is available on request and can is referenced to in our Client Care Letters.
What Will Happen Next:
We will send you a letter acknowledging receipt of your complaint enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our Complaints Officer, who will review your matter file and speak to the member of staff who acted for you.
- The Complaints Officer may then invite you to a meeting to discuss and, hopefully, resolve your complaint. He will do this as soon as reasonably possible (taking into account the complexities of the matters involved).
- If a meeting takes place the Complaints Officer will write to you to confirm what took place and any solutions he has agreed with you.
- If you do not want a meeting or it is not possible, the Complaints Officer will send you a detailed written reply to your complaint, including his suggestions for resolving the matter as soon as reasonably possible (taking into account the complexities of the matters involved).
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for a member of the practice to review the decision.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
Once you have gone through our internal complaints procedures and are not satisfied by our final response or resolution, you can then refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act, who can investigate complaints about the legal service you have received from us.
If you would like more information about the Legal Ombudsman, you can contact them directly.
You can contact the Legal Ombudsman by:-
Alternative complaint bodies such as ProMediate http:/www.promediate.co.uk/ exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We do agree to use ProMediate.
If we have to change any of the timescales above, we will let you know and explain why.
EU Regulation
If we enter into a contract with you and/or you become a client of our firm by electronic means (such as by e-mail or online) then, in addition to any rights of redress you may have through the Legal Ombudsman, you may be entitled to use an EU online dispute resolution platform to assist with any complaint or dispute you may have about our services. This online platform can be found at http://ec.europa.eu/odr. We do have an e-mail address you may contact in this regard and that is info@davidbensonsolicitors.co.uk.
Complaining to the Solicitor’s Regulation Authority
We are regulated by the Solicitors Regulation Authority and the regulatory body can help you if you are concerned about our behaviour. Please visit their website to raise your concerns.