Complaints Procedure
At Dominion Solicitors Practice Limited, we are committed to providing high-quality legal services and client care. However, if you encounter any issues or feel dissatisfied with the services provided, we encourage you to let us know so we can address your concerns promptly and fairly.
Step 1: Raise Your Concerns with Your Solicitor
If you have a concern or complaint about the service we have provided, your first step is to raise the issue with your solicitor directly. Your solicitor will make every effort to resolve the matter quickly and to your satisfaction.
Step 2: Escalate to the Complaint Handling Officer
If your solicitor is unable to resolve the issue to your satisfaction, the matter will be referred to our Complaint Handling Officer (CHO). You can request your solicitor to escalate the issue or contact the CHO directly.
- The CHO will acknowledge your complaint in writing within 7 working days of receiving it.
- The CHO will then carry out a thorough and impartial investigation into your complaint.
- You can expect a detailed response or resolution within 28 working days. If the investigation requires more time, we will inform you of the reasons for the delay and provide an updated timeline.
We aim to resolve all complaints in a fair, prompt, and satisfactory manner.
Step 3: If We Are Unable to Resolve the Complaint
If we are unable to resolve your complaint to your satisfaction, or if the issue remains unresolved within 8 weeks, you have the following options:
Legal Ombudsman
You may contact the Legal Ombudsman to investigate your complaint further. The Legal Ombudsman is an independent body that helps resolve complaints about legal services.
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Contact Details:
- Postal Address: PO Box 6806, Wolverhampton, WV1 9WJ
- Telephone: 0300 555 0333
- Website: www.legalombudsman.org.uk
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Time Limits:
- You must bring your complaint to the Legal Ombudsman within six months of receiving our final written response.
- Alternatively, you must bring your complaint no more than six years after the act or omission that caused your complaint or no more than three years after you became aware of the issue.
Solicitors Regulation Authority (SRA)
If your complaint relates to matters such as dishonesty, misappropriation of funds, or unfair treatment (e.g., discrimination based on race, disability, religion, gender, or sexual orientation), you may contact the Solicitors Regulation Authority.
- The SRA handles complaints related to breaches of their regulations or professional misconduct.
- You can find more information about reporting concerns to the SRA on their website: www.sra.org.uk.
Our Commitment
At Dominion Solicitors Practice Limited, we value your feedback and take complaints seriously. Our goal is to resolve any issues fairly, promptly, and efficiently. We appreciate the opportunity to address your concerns and continually improve our services.
If you have any questions or need further clarification about our complaints procedure, please do not hesitate to contact us.