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    Complaints Procedure

    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 person supervising the work (if different from the person handling) or if unresolved please send it to the Complaints Handling Officer 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 person supervising the work whose name will have been given to you.
    • If the supervisor cannot resolve your concerns then the procedure is for you to raise the issue in writing with Jonathan Brown, Complaints Handling Officer,   Dutton Gregory LLP, 44 Jewry Street , Winchester, SO23 8RY ([email protected])
    • If the Complaints Handling Officer is the person you are dealing with then the procedure is for you to raise the issue in writing with the Managing Partner, Dutton Gregory LLP,  Concept House, 6 Stoneycroft Rise, Chandler’s Ford, Eastleigh, SO53 3LD.

    We have eight weeks to consider your complaint. If we have not resolved it within this time, you may be able to complain to the Legal Ombudsman.  This applies if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1m, or if you fall within certain other categories (you can find out more from the Legal Ombudsman—www.legalombudsman.org.uk). The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your matter.

    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 written response from us about your complaint

    and

    • no more than one year from the date of the act or omission being complained about; or
    • no more than one year from the date you should reasonably have known there was a cause for complaint.

    The Legal Ombudsman’s contact details are:

    Legal Ombudsman PO Box 6167 Slough SL1 0EH

    0300 555 0333—from 9.00am to 4.00pm

    [email protected]

    www.legalombudsman.org.uk

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