Our complaints policy and procedure
Our Complaints Policy: We are committed to providing a high-quality service to all clients of the practice. This includes a commitment to putting things right when they go wrong. This policy explains how we will deal with any complaint that is referred to us. Your complaint might concern the way in which you have been dealt with, the quality of advice you have received or the amount of any invoice that you have received.
Our Complaints Procedure If you have a complaint, please let us know, whether by post to this office or by e-mailing the founder, Geeta Daswani at Geeta@thedlc.co.uk. It would be helpful if you could let me know your concerns in writing which is why even in our Terms of Business we request clients to submit all complaints in a format reproducible in writing and which gives a description of the complaint along with supporting evidence, if possible. To explain to you how long this process might take we have included our target times for each stage of the process. Where, for any reason, it is not possible to observe any of these limits we will let you know and explain why.
What will happen next?
We might then invite you to a meeting or write to you to ask for further information. Alternatively, we might write to you setting out our views on the situation and proposing any redress that would seem to be appropriate. We will aim to write to you with our views and any suggestions within seven working days of completing our investigations.
Telephone: 0300 555 0333
Minicom: 0300 555 1777
Address: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
You should note that the Legal Ombudsman will not be able to accept your complaint if:
Submitting a complaint to the SRA
We are committed to upholding the rules of professional conduct and adhering to the principles set by the SRA (Solicitors Regulation Authority). Should you feel we have breached any of the principles set by the SRA you are entitled to submit a complaint to the SRA by completing the “report form” available on the SRA website. Further details about submitting a complaint to the SRA can be found at https://www.sra.org.uk/consumers/problems/report-solicitor/
Thank you for bringing your concerns to our attention. We regret any dissatisfaction that you have experienced in using the services of this practice and we will do our best to address your concerns. Assisting you in the best way possible is a priority for us and our primary objective is to put things right.>
At The DLC we go far beyond what is expected from a law firm. We are a personable law firm that works hard to understand the needs of our clients in order to help achieve their goals. We are a team of professional lawyers that give more to our clients in terms of time and understanding.We are always accessible, so when you work with us, we grow, we succeed, and we progress together.