Benman Brown Probate Services Ltd Complaints Policy/Procedure
Our complaints policy
We aim to provide a high quality of service at all times. However, on occasion things may not go to plan and if something is not right, including our fees, you should contact us and tell us. If you would like to discuss with us how our service could be improved or if you are dissatisfied with the service that you have received please let us know. This will help us to improve our standards.
You can contact us in writing (by letter or email) or by telephone. Your initial point of contact will be Jackie Brown. Our contact details are:
Northgate Business Centre, 38 Northgate, Newark, NG24 1EZ Telephone: 01636 550861
Details of your complaint
To ensure that we can investigate your complaint fully you should provide us with your name and contact details, your reference number (where applicable), details of what you think is wrong and how you would like your complaint resolved.
What will happen next?
We will write to you acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this policy.
We will then investigate your complaint. This will normally involve assessing your complaint and reviewing the work undertaken. We will investigate the complaint in a fair, prompt, constructive and honest manner.
If appropriate we will invite you to a meeting to discuss and hopefully resolve your complaint within 5 working days of sending you the acknowledgement letter. You do not have to attend the meeting if you do not wish to or are unable to. We may arrange a telephone call instead.
Within three working days of the meeting (or telephone call), we will write to you to confirm what took place and any solutions that have been agreed with you.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the original decision.
We will write to you within 3 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
We undertake to look into any complaint carefully and promptly and to do all we can to explain the position to you. If we do not answer your complaint to your satisfaction within 8 weeks you may take up the matter with the Legal Ombudsman. This should be done promptly and, in any event, no later than 6 months after exhausting our procedures.
8. If you are still not satisfied you can contact the Legal Ombudsman about your complaint.
You should write to:
Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
Telephone: 0300 555 0333
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).
9. Neither we nor the Legal Ombudsman will charge for investigating your complaint.