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We understand that navigating a legal matter often brings considerable stress, and can be demanding on your time and finances.
With this in mind, our primary goal is to deliver a superior service. This includes applying our deep legal knowledge to your case, breaking down complex laws and procedures into clear, understandable terms, ensuring your case progresses within the agreed-upon schedule, and providing prompt answers to your questions.
Should you feel dissatisfied with the service provided by Bekenbey Solicitors in any way, please be assured that we will treat your concerns with the seriousness they deserve and provide a swift response to your complaint.
Your first step should be to discuss your concerns directly with the member of our team who is handling your case.
If their response does not resolve the issue to your satisfaction, please then escalate the matter by contacting Dr. Ergul Celiksoy. You can reach him by sending an email to info@bekenbeysolicitors.com.
Dr. Celiksoy will get in touch with you within 48 hours to talk through your concerns and will conduct a thorough investigation into the matter.
If we are unable to settle your complaint to your satisfaction, or if eight weeks have passed since you first raised the complaint with us, the Legal Ombudsman is available to assist you.
The Ombudsman provides an independent review of your complaint, and their involvement will not negatively impact how we manage your ongoing case.
Before they begin an investigation, the Legal Ombudsman will confirm that you have already attempted to resolve the matter with us first. If you have done so, you must then bring your complaint to the Legal Ombudsman. You can reach the Legal Ombudsman using the following details:
If your concerns are about our behaviour rather than our service, the Solicitors Regulation Authority (SRA) can offer assistance. This applies to serious issues such as dishonesty, the mishandling or loss of your money, or unfair treatment based on your age, disability, or another personal characteristic.
You can find information on how to report your concerns by visiting their website.
The SRA's contact information is:
As solicitors, we are bound by a professional duty to perform our services with a reasonable degree of skill and diligence. If it is found that we have breached this standard, and you have incurred a loss as a direct consequence, you may have grounds to bring a legal claim against us. We maintain professional indemnity insurance to cover this form of liability.
In situations where a complaint touches upon a potential act of professional negligence, it may be necessary for us to consult with our insurers before we can issue a complete response. We would also likely advise you to obtain independent legal advice from another firm. This is because we cannot provide objective guidance on a matter relating to our own potential liability, and we have an obligation to ensure that our firm's interests do not create a conflict with your own.
We are required by the SRA to make the following statement to you.
"We are not authorised under the Financial Services and Markets Act 2000, and we are not regulated by the Financial Conduct Authority. If you need advice on investments while we are acting for you, we may have to refer you to someone who is authorised to give this advice. However, we may provide certain limited investment advice services where these are closely linked to the work, we are doing for you. This is because we are members of the Law Society of England and Wales, which is a designated professional body for the purposes of the Act. The Solicitors Regulation Authority is the independent regulatory arm of the Law Society and the Legal Ombudsman also handles complaints about solicitors. If you are unhappy with any investment advice you receive from us, you should raise your concerns with either of these bodies."
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