Smith Benedict & Co
Complaints Procedure
We strive to deliver the best possible service, however if at any point you become unhappy or concerned about the service you have received you should inform us immediately. By better understanding what has gone wrong can we hope to maintain our standards, so if you have any complaint, please let us know.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues.
If you wish to make a formal complaint, please do so in writing to our Operations Manager, Holly Thomson, who is responsible for our complaints handing process. You can contact Holly Thomson by email at hthomson@smithbenedict.co.uk or post to Synergy House, Heavens Walk, Doncaster DN4 5HZ
How we will deal with your formal complaint.
We will send you acknowledgement of your formal complaint within five working days of us receiving the same.
We will record your complaint separately from your transaction file.
We will then start to investigate your complaint. This process may include asking you for more information about your complaint.
We will provide a substantive response to your complaint within 20 working days, from the date of receiving your complaint, or receiving additional information if requested.
If you disagree or are not content with the response then you may ask for the matter to be reviewed by our firm’s SRO, Daniel Bates. In such a case, Mr Bates will carry out his review and, save in the most exceptional of cases, will write to you with his views within 21 working days of you requesting the review, confirming our final position on your complaint, and explaining our reasons.
He may invite you to attend a meeting to discuss the matter.
What to do if we cannot resolve your complaint.
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
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 received a Final Response from us, then you may take your complaint to the Legal Ombudsman.
The Time Limits to bring a complaint to the Legal Ombudsman are:
- Within six months of receiving a final response to your complaint
and
- No more than 1 year from the date of act/omission being complained about; or
- No more than 1 year from when you should reasonably have known there was cause for complaint; and,
- In certain circumstances the Ombudsman can extend the 1-year time limit.
The Legal Ombudsman contact details are:
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
What to do if you are unhappy with our behaviour.
The Solicitors Regulation Authority can help if you are concerned about our behaviour or conduct. 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.