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Complaints Procedure Process

Complaints

If you have any complaint about the service we have provided you should in the first instance seek to resolve it, if appropriate, with the person who is handling your case. If the issue is not then resolved to your satisfaction please raise your complaint with the Partner supervising the work (if different from the person handling) or if unresolved please send it to the Complaints Handling Partner in our Winchester office.

Procedure and timing:

  • If you have any cause for complaint during the course of the case then please raise it with the person handling your case immediately.  It is to be hoped the matter can be resolved between you both at that stage.
  • If the complaint cannot be resolved with the person handling your case then you may refer the matter to the Partner supervising the work whose name will have been given to you.
  • If the supervisor is the Partner you are dealing with or if the supervising Partner cannot resolve your concerns then the procedure is for you to raise the issue in writing with Andrew Kirkconel, Complaints Handling Partner, Trussell House, 23 St Peter Street, Winchester, SO23 8BT (a.kirkconel@duttongregory.co.uk).
  • If the Complaints Handling Partner is the Partner you are dealing with then the procedure is for you to raise the issue in writing with the Compliance Officer for Legal Practice (COLP), Trussell House, 23 St Peter Street, Winchester, SO23 8BT

We have eight weeks to consider your complaint. If we have not resolved it within this time, you may complain to the Legal Ombudsman. If you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman's contact details are:

PO Box 6806, Wolverhampton, WV1 9WJ

0300 555 0333—from 8.30am to 5.30pm

enquiries@legalombudsman.org.uk

www.legalombudsman.org.uk

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). Generally, the Legal Ombudsman deals with complaints relating to acts or omissions that happened after 5 October 2010.

The Legal Ombudsman deals with complaints by consumers and very small businesses. This means some clients may not have the right to complain to the Legal Ombudsman, for example charities or clubs with an annual income of more than £1m, trustees of trusts with asset value of more than £1m and most businesses (unless they are defined as micro-enterprises). This does not prevent you from making a complaint directly to us about the service you have received or about the bill.

If we are unable to resolve your complaint, and it relates to a contract we entered into online or by other electronic means, you may also be able to submit your complaint to a certified alternative dispute resolution (ADR) provider in the UK via the EU ‘ODR platform’.

The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumer clients only, i.e. where you have instructed us for purposes outside your trade, business, craft or profession.

The website address for the ODR platform is: http://ec.europa.eu/consumers/odr.