Complaints

Complaints

D&N Solicitors Complaints Procedure

We are committed to providing a high-quality legal service and client care to all our clients. When something goes wrong or you are unhappy, we need you to tell us about it. This will help us to improve our standards. Making a complaint will not affect how we handle your case.

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, contact Mr Sanjay Nena on 01902 50 44 11, via email at s.nena@dn-solicitors.co.uk or by post to D & N Solicitors, 15 King Street, Wolverhampton, WV1 1ST.

What will happen next?

  • We will send you a letter acknowledging receipt of your complaint within 7 days of us receiving the complaint, enclosing a copy of this procedure.
  • We will record your complaint in our central register and open a separate file for your complaint. We will do this within a day of receiving your complaint.
  • We will then investigate your complaint.  This will normally involve Mr. Nena, reviewing your file and speaking with the member of staff who acted for you.
  • Mr. Nena will then invite you to a meeting to discuss and hopefully resolve your complaint.  He will do this within 14 days of sending you the acknowledgement letter.
  • Within 7 days of the meeting Mr. Nena will write to you to confirm what took place and any solutions that have been agreed.
  • If you do not want a meeting or it is not possible, Mr. Nena will send you a detailed written reply to your complaint including his suggestions for resolving the matter within 21 days of sending you the acknowledgement letter.
  • At this stage if you are still not satisfied you should contact us again and we will arrange for another Partner who is unconnected with the matter at the Firm, to review the decisio
  • We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

What to do 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:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.orguk

Legal Ombudsman PO Box 6806

Wolverhamton

WV1 9WJ

The role of the Solicitors Regulation Authority:

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