Complaints Procedure
Our Complaints Policy
We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards and services we provide.
Our Complaints Procedure
If you have a complaint, please raise the problem with the lawyer responsible for your claim. If the complaint is not resolved to your satisfaction please write to us at the following address :
Dorians Solicitors Ltd, Wyvern Chambers, Stanier Way, Derby DE21 6BF
What Happens Next?
1. We will acknowledge receipt of your complaint within 7 working days of receiving it.
2. We will then investigate your complaint. This will involve Fintan Dorian, the Principal Director, reviewing your file and speaking to the member of staff who acted for you.
3. Within 21 working days of sending you acknowledgment of the complaint Fintan Dorian will invite you to a meeting to discuss and resolve your complaint. If you do not want a meeting or it is not possible for you to attend, Fintan Dorian may instead offer you a chance to discuss the matter by telephone.
4. Within 5 working days of the meeting, or telephone conversation we have with you instead of a meeting, Fintan Dorian will write to you to confirm the outcome of your complaint.
5. At this stage, if you are still not satisfied you should contact us again and we will arrange for another solicitor, unconnected with the claim, at this firm to review the decision. Their decision will be sent to you within 21 working days.
6. If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.
Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.
7. 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.