We are committed to providing a high-quality legal service. If something goes wrong, or you are unhappy with any aspect of our service, please tell us as soon as possible so that we can try to resolve it. Making a complaint will not affect how we handle your matter.
You may first wish to contact the person dealing with your matter, as they may be able to resolve the issue quickly. To make a formal complaint, please contact our Operations Director by email at a.robertson@dklm.co.uk, by letter, or by telephone on 020 7549 7888.
How we will deal with your complaint
- We will acknowledge your complaint within three working days and provide or refer you to this procedure.
- Our Operations Director will normally investigate your complaint by reviewing the file and speaking to those involved.
- Where appropriate, we may arrange a call or meeting to discuss your complaint, usually within 14 working days of our acknowledgement.
- We will then send a written response explaining our findings and any proposed resolution, usually within 21 working days of our acknowledgement or within five working days after any meeting or call.
- If you remain dissatisfied, you may ask for a review by the Managing Partner. If the complaint relates to the Managing Partner, another Partner will carry out the review.
- We will aim to send our final response within 14 working days of any review request. In any event, we have up to eight weeks from receiving your complaint to provide our final response.
If we cannot resolve your complaint
If we are unable to resolve your complaint, the Legal Ombudsman may be able to consider it independently. The Legal Ombudsman will usually expect you to have tried to resolve the complaint with us first. You must normally refer your complaint to the Legal Ombudsman:
- within six months of receiving our final written response to your complaint; and
- no later than one year from the date of the act or omission complained about, or one year from when you should reasonably have realised there was cause for complaint.
You can contact the Legal Ombudsman as follows:
- Website: www.legalombudsman.org.uk
- Telephone: 0300 555 0333, between 10.00 and 16.00, Monday to Friday
- Email: enquiries@legalombudsman.org.uk
- Post: Legal Ombudsman, PO Box 6167, Slough SL1 0EH
If you are concerned about our conduct
The Solicitors Regulation Authority can help if you are concerned about a solicitor’s conduct, such as dishonesty, misuse of client money, or unfair treatment because of a protected characteristic. Further information is available at www.sra.org.uk/consumers/problems/report-solicitor/.
If you are concerned about how we have handled your personal data, please refer to our Privacy Notice, which is available on our website or upon request from the Operations Director, whose contact details are listed above. Our Privacy Notice can also be accessed here.