DSL Complaints Procedure

We are committed to providing a quality legal service to all our clients. If you have any reason to complain about any aspect of our service, then please contact us immediately. Our complaints procedure is summarised below.

1. Our Standard terms of Business contains the name and status of the person whom you should approach in the event of any complaint with the service provided.

2. We hope your complaint is one which can be resolved informally and speedily by the file handler with whom you are dealing on a day to day basis but, if not, the complaint will be referred to the firm’s Complaints Investigator.

3. Your complaint will be recorded and you will be advised within five (5) working days of the complaint being raised of the name and status of the person who is investigating the complaint (i.e. the Complaints Investigator).

4. Upon notification of the complaint, the Complaints Investigator will:

  • discuss the complaint with the person about whom the complaint is made;
  • review the papers;
  • obtain further details from you if necessary; and
  • consider all aspects of the complaint.

5. The Complaints Investigator will agree with the person about whom the complaint is made any immediate action needed to try to resolve the complaint and either speak to you direct or write to you with a suggested solution within ten (10) working days.

6. In situations where the complaint cannot be resolved, your complaint will be referred to the Client Care Director or another Senior Solicitor who will take over the handling of the complaint (the Complaint Reviewer).

7. The Complaint Reviewer will then within ten (10) further working days:

  • review the complaint;
  • review the papers;
  • discuss the complaint internally as required;
  • respond to you with their decision and try to resolve the complaint.

8. The Complaint Reviewer’s decision will mark the conclusion of our complaints process. Where the Complaint Reviewer has not been able to resolve your complaint you will be reminded of your potential right to complain to the Legal Ombudsman.

9. The Legal Ombudsman’s contact details are as follows:

Legal Ombudsman

PO Box 6806



Telephone: 0300 555 0333

Email: menquiries@legalombudsman.org.uk

Web: http://www.legalombudsman.org.uk

10. You must refer the matter to the Legal Ombudsman within 6 months of our final response to your complaint and within six years of the act or omission complained of, or alternatively, within three years of when you should reasonably have known about the act or omission complained of.