Complaint Procedure
Information about DeeLegals Solicitors complaints process, raising concern to ourselves and to the Legal Ombudsman
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
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, then you can read our full complaints procedure below.
1.0 Our Complaints Policy
We are committed to providing the best possible service to all our Clients. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance, if you are unhappy about any aspect of our service or about the bill, we want to know about it and put things right. In the first instance, please contact the person dealing with your case. If you would prefer not to or that is not successful, please contact Dominica Dunkwu on 020 8214 1000/0787 8900 836 or by email at info@deelegalssolicitors.com. We have a complaints procedure which is available on request. Please let us know if you have any special needs in relation to language or arising from a disability (e.g. large print).
We have eight weeks to consider and respond to your complaint. If we have not resolved it within this time, you may complain to the Legal Ombudsman.
A complaint is defined by the Legal Aid Agency as: “any expression of client dissatisfaction, however it is expressed”.
There is no charge for handling your complaint and making a complaint does not affect how we handle your case.
2.0 What Will Happen Next?
In order to progress matters efficiently we aim to observe the following timetable but ask that you treat the response dates as targets only:
2.1 Within 2 working days we will send you a letter acknowledging your complaint and inviting you to confirm or explain the details by completing and returning the Complaint Form or arranging an alternative way to communicate to us, e.g. a meeting at the office, if appropriate.
2.2 We will record your complaint in our Central Register and open a separate file for your complaint.
2.3 Within a further five working days of receipt of your Complaint Form or letter of complaint or your complaint having been communicated to us in an alternative agreed method, we will acknowledge it and confirm what will happen next.
2.4 We will let you know the name of the person who will be dealing with your complaint.
2.5 We will then start to investigate your complaint. This will normally involve the following steps:
1. We will pass your complaint to the Principal, Ms Dominica Dunkwu
2. Ms Dunkwu will ask the member of staff who acted for you to comment upon your complaint.
3. Ms Dunkwu will then examine his or her reply and the information you have provided and if necessary go through it with the member of staff and examine the file.
4. Ms Dunkwu will then make contact with you within 40 working days of the acknowledgement of your complaint to put forward the Firm’s suggestions to resolve the matter. The contact may take the form of either a letter or email, or an invitation to a personal meeting or both.
2.6 If a meeting takes place, Ms Dunkwu will write to you to confirm the fact and any solutions he has agreed with you within 5 working days of the meeting.
3.0 Review of the Decision:
At this stage, if you are still not satisfied you may write to the Legal Ombudsman (address below) or you can write to us again within 10 working days of receipt of the Firm’s proposal to resolve the matter requesting another review of the decision.
We will then either:
3.1 Agree to the review and write to you confirming our final position within 15 working days of receipt of your request; or
3.2 Decline to review the decision and invite you to refer your complaint to the Legal Ombudsman.
3.3 The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have then you must take your complaint to the Legal Ombudsman within 6 months of receiving final response to your complaint and no more than 6 years from the date of act/omission; or no more than 3 years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them on: www.legalombudsman.org.uk; call them on: 0300 555 0333 between 9:00 am to 5:00 pm. Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes; for minicom call 0300 555 1777; email: enquiries@legalombudsman.org.uk; postal address: Legal Ombudsman P.O. Box 6806, Wolverhampton, WV1 9WJ
4.0 Timescales
If we have to change our timescales above, we will let you know and explain the reasons.
5.0 The Solicitors Regulation Authority
The Solicitors Regulation Authority can help you if you are concerned about out 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.).
Making a complaint will not affect how we handle your case.
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.
What do to if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint and
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Click here to download a Client Authorisation Letter
DeeLegals Solicitors
Address
Jhumat House, 160 London House
Barking, IG11 8BB