D&G Family Law Complaints Policy

What to do if you are unhappy about our service

We aim to provide a high standard of professional service to all our clients. In first instance it may be useful to contact the person who is working on your case to discuss your concerns and we shall do our upmost to resolve any issues at that point. If however, you would like to make a formal complaint, then you can read our Complaints Policy here:

Complaints Handling Policy

When something goes wrong, we need you to tell us about it so that we may improve our standards. We are committed to providing all our clients with a high-quality legal service. If you have a complaint about the service you have received or a bill you have been sent then please contact us with the details. Should your query relate to a bill, you must inform us within a month of receipt. Please contact us in writing with the details. Our address is 4, Parkway House, Sheen Lane, East Sheen, London SW14 8LS.

The first step is for you to set out your complaint clearly in writing, and post it to us at the firm’s address, or email it to [email protected].

What Happens Next?

  • We will send you a letter acknowledging receipt of your complaint within 7 days of us receiving the complaint.
  • We will then investigate your complaint. This will normally involve passing your complaint to a solicitor who has not had day-to-day conduct of your file. Your matter file will be reviewed and they will speak to the member of staff who acted for you. An investigation will be made into your complaint.
  • We will then either:
  1. Invite you to a meeting to discuss your complaint. We shall do this within 14 days of sending you the acknowledgment letter. Following the telephone conversation/meeting we will write to you to confirm what took place and any solutions we have agreed with you; or
  2. Send you a detailed written response to your complaint to include suggestions for resolving the matter. We will do this within 21 days of sending you the acknowledgment letter.
  • If you are still not reasonably satisfied with the response after following the above steps you must contact us again and we will arrange for a review of the decision.
  • We will contact you within 21 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  • If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint provided you do so within six months of the end of our Internal Complaints Handling Procedure.

In addition, there are time limits relating to the date you first became aware or should have become aware of the problem. The relevant time limits are set out in the version of the Legal Ombudsman’s Scheme Rules in force from time to time (which can be accessed at:  http://www.legalombudsman.org.uk/downloads/documents/publications/Scheme-Rules.pdf or by contacting the Legal Ombudsman using the contact details provided below)  and may only be extended by the Legal Ombudsman in exceptional circumstances.

Ordinarily, you cannot use the Legal Ombudsman unless you have first attempted to resolve your complaint using our internal Complaints Handling procedure, but you will be able to contact the Legal Ombudsman if:

  • The complaint has not been resolved to your satisfaction within eight weeks of first making the compliant to us; or
  • The Legal Ombudsman decides that there are exceptional reasons why the Legal Ombudsman should consider your complaint sooner, or without you having to use our internal Complaints Handling Procedure first; or
  • The Legal Ombudsman considers that your complaint cannot be resolved using our internal Complaints Handling Procedure because the relationship between you and us has broken down irretrievably.

If you would like more information about the Legal Ombudsman, the contact details are:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: [email protected]

Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

  • The Solicitors Regulation Authority (SRA) can help you if you are concerned about our behaviour and that it may be in breach of the SRA’s Code of Conduct. You can find information on how and when to raise a concern with the SRA on the SRA website. The contact details are:

Visit: www.sra.org.uk

Call: 0370 606 2555 8.00 to 18.00 Monday, Wednesday, Thursday and Friday 9.30 to 18.00 Tuesday

Email: [email protected]

Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN