Dickinson Dees LLP - Complaints Procedure
Our policy on client services
• We are committed to meeting the highest quality standard in the delivery of the services we provide to you. We take any problems that do arise with clients very seriously and aim to ensure that any complaints clients may have are identified quickly and dealt with thoroughly in accordance with this procedure.
• Every client has the benefit of a single partner contact (“the Responsible Partner”) and that person will take responsibility for the work being carried out for you. Quite often, some or all of your work, will be delegated under the supervision of the Responsible Partner or other partners. The Responsible Partner will make every effort to ensure that the standard of services provided by the firm meets your expectations. Details of the Responsible Partner are included in the engagement letter you will have received. If, however, you are in any doubt as to who the Responsible Partner is in this case, please ask your immediate point of contact within the firm.
To whom do you complain?
You can register your complaint either with the Responsible Partner or with our Risk and Compliance Manager, Kevin Gray.
Our Client Services Partner is Robin Bloom, who is responsible for ensuring that complaints are handled effectively and in accordance with this procedure.
How do we investigate your complaint?
• Every complaint is acknowledged within seven days and logged centrally within the firm so that we can monitor progress on how it is being handled.
• Our aim is to respond in full within 28 days, but if your complaint is more complex we will require more time, and will let you know when you will receive a full responsible.
• An independent review of your file will be conducted .
• We hope to enter into a dialogue with you that aims to resolve the issues you raise.
• After full investigation, we will reply to you, usually in writing, and may suggest a meeting.
• We will tell you our views on your complaint and how we propose to resolve it, hopefully to your satisfaction.
• If you are dissatisfied with the outcome, or the way your complaint has been handled, you may write to Robin Bloom who will make such further investigations as are necessary.
• This may include referral of your complaint through our internal mediation process which will involve one of our trained partner/mediators who will seek to resolve the issues that you raise.
• Robin Bloom will inform you of the conclusions and any alternative proposals to resolve your complaint, usually within 28 days of this being referred to him.
• If still unresolved at this stage, you may take your complaint to the Legal Complaints Service at the Solicitors Regulation Authority.
Legal Complaints Service (“LCS”)
The LCS is an independent organisation established by the Solicitors Regulation Authority (“SRA”) to deal with complaints against Solicitors. The SRA is the Solicitors’ professional body which has powers and responsibilities to ensure that all Solicitors observe proper standards of behaviour and provide professional services of an adequate standard.
The LCS may:-
• Investigate the quality of professional service supplied by a solicitor to a client.
• Investigate allegations that a solicitor has breached rules of professional conduct.
• Express a view on whether a solicitor’s charges are fair and responsible.
The LCS will not:-
• Determine whether a solicitor has been negligent.
• Give legal advice or tell a solicitor how to handle a case.
• Review the outcome of a court case.
• Review a decision of the Legal Services Commission (the body that regulates the provision of legal aid).
Before it will consider a complaint the LCS generally requires that the firm’s internal Complaints Procedure has been exhausted. If it is necessary to involve the LCS it may take up to six months from the end of the firm’s procedure; this can be checked at www.legalcomplaints.org.uk, or by telephoning the LCS on 0845 608 6565. If the LCS is satisfied that the firm’s proposals for resolving a complaint are reasonable, it may decline to investigate further.
The LCS address is: Legal Complaints Service, Victoria Court, 8 Dormer Place, Leamington Spa, Warwickshire, CV32 5AE; telephone, 01926 820082; or view their website at www.legalcomplaints.org.uk