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. Making a complaint will not affect how we handle your case.
Service Quality / Complaints
If any difficulty or unhappiness should arise relating to any aspect of the matter or about our bill you should in the first instance raise this with the person who is stated to have responsibility for the matter in our client care letter. If that person fails to resolve matters in a satisfactory manner, then you should write to us and address your comments to Mr Mudassar Iqbal (email: firstname.lastname@example.org) who thereafter will respond to your concerns.
A copy of our formal complaint’s procedure will be made available to you on request. If you are not satisfied with the outcome of our complaints procedure you may refer your concerns to the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ. email@example.com The Legal Ombudsman’s time limits for accepting a complaint are six years from the date of act\omission or three years from when the complainant should have known about the complaint. Where you have been provided with full information about your right to take a complaint to the Legal Ombudsman (as is the case here) you must make your complaint to the Ombudsman within six months from the end of our complaints process. We will inform you when our internal complaints process has been concluded.
What to do if we cannot resolve your complaint
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
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.
What to do if you are unhappy with our behaviour
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
For further help or information
Dawn Solicitors’ Entrnal Complaints Procedure
Complaints will be identified by the member of staff who first comes in to contact with the complaint or expression of dissatisfaction or grievance however it is expressed. If it is in written form, this is likely to be the person who opens the post or reads the fax; if in electronic form, the person who opens the email and if verbal or via the telephone, the person to whom the client is speaking. The following applies to all complaints received by the firm:
Even though a complaint is any expression of client dissatisfaction however it is expressed. Some degree of common sense is needed in the application of the complaints handling procedure. If a client says ‘you solicitors charge a lot for what you do’ it would not usually be sufficient to amount to a complaint. If, however, the client claims that a quote or agreed costs ceiling has been exceeded without notice to them it almost certainly will be. If, on checking the file, the fee earner is able to advise the client that a letter that the client had overlooked had been written to warn that the costs would be greater than previously discussed, the problem would probably have been dealt with and there would be no need to report the complaint as such. In all cases, however, it is necessary to take a view on how the client is reacting to the particular circumstances. The firm’s overriding objective is to address client dissatisfaction
As required by our complaints policy, the complaints manager will consider any complaint received in as objective a manner as possible and seek to resolve the dissatisfaction. In particular he/she will offer to meet with the complainant when possible and suggest appropriate redress. In so doing they will also consider if a notification need to be made to the insurers and also consider if any aspect of the quality system needs amendment.
Reporting a complaint
As required by our complaints policy, the complaints manager will consider any complaint received in as objective a manner as possible and seek to resolve the dissatisfaction. In particular they will offer to meet with the complainant when possible and suggest appropriate redress. In so doing they will also consider if a notification needs to be made to the insurers and also consider if any aspect of the quality system needs amendment.