Our Complaints Handling Procedure

Our complaints policy

At Dadds LLP we are committed to providing you with the very best legal service but we recognise that, on occasion, things may go wrong and are here to assure you that we take your complaint very seriously and have a set procedure which we will follow when considering your complaint.

Our complaints procedure

You have been given this procedure since you have either made a complaint to the fee-earner in charge of your matter or direct to the complaints handling partner Natasha Nunn.

What will happen next?

  • We are taking steps to investigate your complaint. This will involve our Complaints Handling Partner reviewing your file and speaking to any members of staff involved with your matter or mentioned in your complaint;
  • You will be contacted, by your stated preferred method (i.e phone, e-mail or letter) within 7 days of you receiving this Complaints Handling Procedure with details of the results of the investigation and a suggested remedy;
  • You can either respond by your preferred method or call our office and arrange a convenient appointment time when our Complaints Handling Partner can meet you to discuss your complaint and try and reach a resolution;
  • Within three days of the meeting, Natasha Nunn will write to you to confirm what took place and any solutions she has agreed with you;
  • If you did not request a meeting but you responded to the investigation letter then Natasha Nunn will send you a response within 3 days of receiving your response;
  • At this stage, if you are still not satisfied, you should contact us again and we will arrange for David Dadds to review the decision;
  • We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons;
  • If you are still not satisfied, you can contact the Legal Ombudsman at: PO Box 6806, Wolverhampton, WV1 9WJ or by calling 0300 555 0333 or by e-mailing enquiries@legalombudsman.org.uk about your complaint.  Before you make a complaint to the Legal Ombudsman, it is a requirement that you have raised your complaint with us first and we have had 8 weeks to deal with your complaint. If you are not satisfied with our reply after the 8 weeks has expired, you can complain to the Legal Ombudsman.

If we need to change any of the timescales above, we will let you know and explain why.

The time limit for taking your complaint to the Legal Ombudsman is 6 months from the date when you received your final written response from us.

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 and
  • No more than six years from the date of act/omission;
  • No more than three years from when you should reasonably have known there was a cause for complaint.
  • If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 and 17.00

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

‹ Go Back
Scroll To Top