Complaints Procedure
Last updated: 1 September 2026
At Bentley Legal Support Services, we aim to provide a professional, discreet and reliable service. If you are unhappy with any aspect of our service, we want to know so that we can investigate the matter and, where appropriate, put things right.
How to Make a Complaint
We encourage you to raise your concern with us as soon as reasonably possible.
You can contact us by:
Email: enquiries@bentleylegal.co.uk
Please provide as much relevant information as possible, including:
- Your name and contact details
- Any relevant client or instruction reference
- The date and nature of the service concerned
- A clear description of your complaint
- Any information or documents you believe may assist our review
What Happens Next?
We will acknowledge your complaint and review the circumstances as fairly and objectively as reasonably possible.
Where appropriate, we may review relevant instructions, correspondence, attendance records, reports and other information connected with the matter.
We may contact you if we need further information or clarification.
Our Response
We will provide a response once we have completed our review.
Where a complaint is upheld, either in whole or in part, we will explain what has happened and, where appropriate, what action we will take.
Where we do not agree with a complaint, we will explain the reasons for our position.
Professional Standards
We expect our services to be delivered with professionalism, discretion, accuracy and respect.
We also recognise that mistakes can happen. Where we identify an error or shortcoming in our service, we will consider what can reasonably be done to address it and reduce the likelihood of it happening again.
Confidentiality
Complaints will be handled with appropriate discretion and confidentiality, subject to any legal or regulatory obligations that may require information to be disclosed.
Complaints About a Third Party
If your complaint concerns the conduct of a person or organisation outside Bentley Legal Support Services, we may not be able to investigate matters that are outside our control.
We will nevertheless consider any information relevant to the service we provided and explain what action, if any, is available to us.
Urgent Concerns
If a matter involves an immediate risk to safety, serious misconduct or suspected criminal activity, please contact the appropriate emergency service, law-enforcement authority or other relevant organisation where necessary.
You should also notify Bentley Legal Support Services where the matter relates to an assignment we have undertaken.
Unreasonable or Abusive Complaints
We will treat complaints seriously and respectfully. We also expect communication with our team to remain professional.
We may take appropriate steps to manage communications that are threatening, abusive, discriminatory or otherwise unreasonable, while continuing to consider legitimate concerns.
Using an Independent Complaints Route
Depending on the nature of your complaint and the circumstances, other organisations or regulators may have their own complaints or reporting procedures.
Where we are aware that a particular external route is relevant, we will provide appropriate information.
Contact Us
If you wish to raise a complaint, please contact:
Bentley Legal Support Services
Email: enquiries@bentleylegal.co.uk
Website: www.bentleylegal.co.uk
Related Policies
Privacy Policy | Cookie Policy | Terms & Conditions | Service Standards
This Complaints Procedure describes Bentley Legal Support Services’ general approach to complaints. Where a client engagement is subject to separate contractual or professional requirements, those requirements may also apply.