We are committed to providing a high-quality legal service to all our clients and other interested parties. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. Making a complaint will not affect how we handle your case.
If you have a complaint, please contact us with the details. 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 at this stage.
If you would like to make a formal complaint, please raise your concern with John Das, who is also the firm’s appointed client care contact, as follows:
Telephone: 01332 897 222
Fax: 01332 345 653
Post: 100 Douglas Street, Derby, DE23 8LJ.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our director and client care contact, Mr John Das, who will review your matter file and speak to the member of staff who acted for you.
3. Mr Das will then invite you to a meeting or arrange to speak with you on the telephone to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting or telephone discussion, Mr Das will write to you to confirm what took place and any solutions he has agreed with you.
5. If you do not want a meeting or it is not possible, Mr Das will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. 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 his decision.
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If we have to change any of the timescales above, we will let you know and explain why.
9. We will not charge you for handling your complaint.
What to do if we cannot resolve your complaint
10. If we are unable to resolve your complaint within eight weeks after you have brought it to our attention, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about poor service from lawyers.
The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem, if later. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. The contact details for the Legal Ombudsman are as follows:
Do not send original documents to the Legal Ombudsman. They will scan any documents you send to make computer copies and then destroy the originals.
11. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. 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. You can raise your concerns with the Solicitors Regulation Authority, the contact details for which are as follows:
• Website: https://www.sra.org.uk/consumers/problems/report-solicitor.page
• Online message: https://www.sra.org.uk/home/contactus.page
• Telephone: 0370 606 2555 between 8.00am to 6.00pm Monday, Wednesday, Thursday, Friday and 9.30am to 6.00pm Tuesday
• Address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
12. In addition, if we have made a contract with you by electronic means, you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. This service can be found at http://ec.europa.eu/odr.