DALE & CO CLIENT COMPLAINTS PROCEDURE
Dale & Co. aims to provide the highest standard of legal service. We recognise however, that we may not always achieve this aim and want to know about any problems so that we can try to put them right. Accordingly, we value feedback. We will consider any Complaint carefully endeavouring to reach a satisfactory conclusion.
WHO SHOULD I COMPLAIN TO?
If you wish to Complain (about our service or charges) please contact us in writing with the heading “Complaint”.
We can deal with it by informal discussion or in writing.
You can contact our Complaints Partner (details below) or the Solicitor who handled your matter.
WHAT WILL DALE & CO. DO?
We will acknowledge a Complaint and set out a suggested timetable for our response and aim to Respond to you fully within a month of receiving your Complaint.
If you are not satisfied with the response, the Complaint can be escalated to the firm's Complaints’ Partner who will:
(a) Review your Complaint; or
(b) ask another partner to Review the Complaint; or
(c) ask a solicitor from another firm to Review the Complaint
Your Complaint will be looked at promptly, fairly, and free of charge.
We aim to provide a Final Response within a month of the Complaint being escalated.
WHAT ARE MY LEGAL RIGHTS?
Nothing in this procedure takes precedence over or replaces any right that you have to bring a Complaint that you may have against the firm.
OUR COMPLAINTS PARTNER CAN BE CONTACTED AT:
rdale@dale-law.co.uk or in writing to Richard Dale, 11 Beaumont Fee, Lincoln, LN1 1UH.
www.legalombudsman.org.uk) Postal address is Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ.
If your Complaint relates to fees, you may be entitled to have them reviewed by the court by applying for an assessment of the bill under Part III of the Solicitors Act 1974. If you delay beyond a month the court may impose conditions. Once a year has elapsed since the date of the bill you will lose the right to a detailed assessment unless there are special circumstances. Alternatively, if you consider that we have breached a regulatory obligation, you may refer the matter directly to the SRA here:
https://www.sra.org.uk/consumers/problems/report-solicitor/ The postal address is Solicitors Regulation Authority The Cube 199 Wharfside Street Birmingham B1 1RN.
Dale & Co. has not adopted a specific ADR (Alternative Dispute Resolution) process, so if you have any concerns about the service you receive you should contact the firm’s Complaints Partner in the first instance.
Last Updated: Wednesday 12th July 2023
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