Introduction
At DCK Solicitors, we are committed to delivering high-quality legal services to our clients. However, if you are dissatisfied with any aspect of our service, it is important for us to hear your concerns. This document outlines the steps to raise a complaint and how we will address it.
How to Raise a Complaint:
- Initial Contact: If you have concerns, we encourage you to first speak with the solicitor handling your case. This may help resolve any misunderstandings promptly.
- Formal Complaint Submission: If your concern requires formal attention, please submit your complaint in writing to info@dcksolicitors.co.uk. This allows us to formally document and address the matter.
- Response Timeline: We will acknowledge receipt of your complaint and aim to provide a preliminary response within 28 days. If additional time is required, we will inform you of the reason for the delay.
- No Charges for Complaints: There are no charges for making or handling complaints.
Investigation of Complaints
Having received your written complaint, we will carry out a thorough investigation. We will work closely with you to resolve the issue satisfactorily.
Escalation Process
If you are not satisfied with our final response, you may refer the matter to the Legal Ombudsman (LeO) for independent assessment. The Legal Ombudsman deals with issues of service quality and fees.
Time Limits:
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- You must refer the complaint to the Legal Ombudsman within six months of receiving our final response to your complain. Additionally, the Legal Ombudsman will only accept complaints made:
- No later than one year from the date of the act or omission, or
- No more than one year from the date when you should reasonably have known that there was cause for complain.
LeO Contact Information:
- Website: www.legalombudsman.org.uk
- Telephone: 0300 555 0333 (9 am to 5 pm)
- Email: enquiries@legalombudsman.org.uk
- Mail: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Reporting to the Solicitors Regulation Authority (SRA)
If you believe our conduct has breached legal standards (e.g., dishonesty, mismanagement of funds), you can report us to the Solicitors Regulation Authority (SRA).
SRA Contact Information:
- Website: www.sra.org.uk
- Telephone: 0370 606 2555 (9 am to 5 pm)
- Email: contactcentre@sra.org.uk
- Mail: The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Termination of Services
You may terminate your instructions to us at any time in writing. Upon termination, we will provide you with an invoice for any outstanding fees or disbursements. We also reserve the right to stop acting for you under certain circumstances (e.g., non-payment of fees, lack of instructions, conflicts of interest, or a breakdown of trust and confidence).
Confidentiality & Legal Obligations
We maintain client confidentiality at all times. However, in cases of suspected money laundering or other legal obligations, we may be required to disclose information to the relevant authorities.
Conclusion
For further assistance or questions regarding our complaints procedure, please do not hesitate to contact us.