Denton Property Law Limited Complaints Procedure
Our Policy
We are dedicated to providing a high-quality legal service to all of our clients. We always strive to provide the best possible service, but if something goes wrong, we need you to let us know. If you do, this will help us to improve our standards of service.
Our Procedure
If you have a complaint about our services, please initially contact Emma Jayne Denton, Director of Denton Property Law Limited. We ask that you put your complaint in writing to her by email (emmadenton@dentonpropertylaw.co.uk) or at
Pure Offices, Office 10, One Port Way, Port Solent,
Hampshire, PO6 4TY
It is important that we understand the nature of your complaint.
We would be grateful if you could provide us with as much information as possible and request that you let us know the following:
· Your full name
· Your full contact details
· Your file reference number if possible, but if not a description of the matter you instructed us to deal with
· The nature of your complaint
Timescales
It is important you understand the timescales in which we aim to achieve when dealing with your complaint. We have set them out below. If there is a valid reason for amending the timescales, we will let you know.
After receiving your complaint, we will write to you within 3 working days acknowledging receipt. We may at this time ask you to provide further details as to the nature of your complaint so that we can fully understand it. At this stage, if appropriate, we may ask you to attend a meeting with us. Also, upon receipt of your complaint we will place it on our records and open a file to deal with it.
We will then fully investigate your complaint, usually by reviewing the file concerning the matter upon which you instructed us to act.
Once our investigation has been carried out, we will write to you again stating our views and findings. If it is deemed appropriate to do so, we will provide redress to you. During our investigation we may ask you to provide further information. We aim to provide you with our response within 21 working days of the date we send you our letter of acknowledgment of your complaint.
If, during the process of our investigations you attend a meeting with us, we will write to you within 5 working days of that meeting to confirm what took place and set out any solution we may have agreed with you at the meeting.
If appropriate, we will offer you an apology and a reduction in your bill or other appropriate redress.
If after this has taken place you are still not satisfied, please let us know as soon as possible. Again, we would request that you notify us in writing by email or by sending us a letter to the contact details sated above. We will then review our initial findings. We would aim to do this within 7 working days of receiving your notification.
If appropriate, we may ask another local firm of solicitors or our local law society to review and comment upon your complaint. We will endeavour at this stage to let you know how long that process is likely to take.
We will then let you know the result of the further review within 5 working days. This will be confirmation of our final decision and the reasons for our decision.
If you are still dissatisfied, you can apply to the Legal Ombudsman to investigate your complaint.
The contact details for the Legal Ombudsman are as follows:
Postal
PO Box 6806, Wolverhampton, WV1 9WJ
Email
Enquiries@legalombudsman.org.uk
Telephone:
0300 555 0333
The website of the Legal ombudsman which you can find further information is www.legalombudsman.org.uk
Generally, if you wish to make a complaint through the Legal Ombudsman, you must do so within a period of 6 months of the date of our final decision concerning your complaint and within 6 years of the act or the omission of the matter from which your complaint arises (or within 3 years of you becoming aware of that act or omission).
Costs
We will not make a charge to you for handling your complaint.
However, if we have issued you with a bill for the legal work carried out and the bill is unpaid, we are entitled to charge interest on the amount outstanding.
The Legal Ombudsman does not make a charge for its services.
What to do if you are unhappy with an aspect of our behaviour
The Solicitors Regulation Authority can help 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.
Please visit their website to see how you can raise your concerns with the Solicitors Regulation Authority https://www.sra.org.uk/consumers/problems/report-solicitor