At Dylan Conrad Kreolle , we define a complaint as any reasonable expression of client dissatisfaction or grievance.
Complaints will be identified by the member of staff who first comes in to contact with the complaint or expression of dissatisfaction or grievance however it is expressed. If it is in written form, this is likely to be the person who opens the post or reads the fax; if in electronic form, the person who opens the email and if verbal or via the telephone, the person to whom the client is speaking. The following applies to all complaints received by the firm:
They will be recorded in a central file
They will be acknowledged and the client notified of when they will receive a substantive response which should be within two weeks of when the complaint was first received.
The complainant will be informed of the person to whom they should take matters if they remain dissatisfied at any stage.
Options for redress and for correcting any underlying problem or unsatisfactory procedures will be provided.
As soon as a complaint is received, it will be brought to the attention of Victor Nwosu who will carry out the following steps:
- Identify the cause of the complaint and the reason for the grievance
- Discuss the case and the complaint with the relevant fee earner
- If not already in writing, try to obtain a detailed written version of the complaint from the complainant.
- Determine if the complaint has merit
- Decide what action needs to be taken to prevent the complaint happening again
- Decide what action needs to be taken to satisfy the complainant.
Victor Nwosu will be the person with overall responsibility for complaints.
Legal Ombudsman. The principal will attempt to use our internal complaints handling procedure to resolve your complaint to your satisfaction. If for any reason you are still not satisfied and you wish to make an official complaint you may do so directly to the legal ombudsman whose address is: P.O Box 6806, Wolverhampton, WV1 9WJ or by email: email@example.com or by telephone: 0300 555 0333. The Legal ombudsman’s website is: www.legalombudsman.org.uk.
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
If you require further assistance, please contact the Professional Ethics helpline.