Complaints Handling

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 complaints procedure below.  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


Complaints procedure

A formal complaint may be made orally to any person other than the relevant Fee Earner or in writing concerning the professional services of the Firm. A formal complaint will be dealt with as follows:

  1. The person initially receiving the complaint will immediately inform the Fee Earner having conduct, or in his/her absence, any other Fee Earner having appropriate responsibility.
  2. The Fee Earner will immediately inform a Director of the complaint. An acknowledgement in writing will be forwarded to the complainant.
  3. A Director shall investigate the matter and reply as appropriate. Where the cause of the problem is identified he shall offer any appropriate redress and correct any unsatisfactory procedure as appropriate.
  4. If the complaint is against a Director, then another Director will take the responsibility for investigation and reply.
  5. The response to the complainant will remind him/her of his/her right to take the matter to the Solicitors Regulation Authority (SRA), The Cube, 199 Wharfside Street, Birmingham, B1 1RN (Tel 03706062555)
  6. A complaint through the SRA will immediately be referred a Director.
  7. The complainant will be informed that we have a procedure for dealing with complaints and can provide a copy of that procedure on request. He/she will be informed that he would have recourse through the ‘Legal Ombudsman’, PO Box 6806, Wolverhampton, WV1 9WJ (Tel 0300 555 0333) whose website can be found at www.legalombudsman.org.uk. The time frame for contact with this ombudsman is within 6 months of client’s last contact with us.

A complaint will be appropriately addressed by a Director of the firm and, if not resolved informally, will be fully investigated with a response to the complainant within 8 weeks of receipt of the complaint. The firm will keep a central record of complaints investigation and replies. Mr Mitchell (complaints handler) will review every complaint and where a procedural fault is found, take steps to correct the fault and periodically review the complaints file to establish trends and take corrective action as appropriate. The Directors will conduct an analysis and review of complaints at least annually

 

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Testimonials

  • The service was very approachable and friendly. I was kept informed at every stage of the proceedings. Very impressed with the professional service of the partnership which lead to a very satisfactory outcome.Mr W, Stanwell
  • I was able to contact at any time and always given a response. I knew what happening with my case every step of the way. I was totally impressed with the whole service provided by Darren and his colleagues and he also took the time to explain things to my family. Myself and my family could not be happier – not a single bad thing to say.Miss H, Uxbridge
  • It was made very easy for me to understand. I now understand the hard work and time which was put into preparing the defence for my case, it was brilliant.Mr P, West Molesey
  • Outstanding I was very happy with the firm.Mr F.
  • The service was very approachable and sensitive and more than satisfactory.Mrs A, Croydon
  • Thank you to all the team at Darton Law – you gave me my life back.Mrs R,Shepperton