Dunne & Co Solicitors complaints procedure
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case. Details of any complaints should be emailed to law@dunnelaw.co.uk
Our complaints procedure
1. We will record your complaint in our central register and open a file for your complaint. We will do this within seven days of receiving your complaint.
2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner Eamonn Dunne, who will review your matter file and speak to the member of staff who acted for you.
3. Within eight weeks of receiving your complaint we will write to you. If we have completed our investigation our letter will tell you our decision. If we need more information from you our letter will ask you for further details. If we think that a meeting will help to discuss your complaint and hopefully resolve it we will suggest that you meet Eamonn Dunne.
4. If we suggest a meeting and you do not want one or it is not possible we will send you our reply within eight weeks of receiving your complaint.
5. At this stage, if you are still not satisfied you can contact us again. We will then arrange to review our decision. This will happen in one of the following ways. Eamonn Dunne will review his own decision within ten days. We will arrange for someone in the firm who has not been involved in your complaint to review it. They will do this within ten days.
6. 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.
7. If we have to change any of the timescales above, we will let you know and explain why.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
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 one year from the date of act/omission; or
- No more than one year from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them. Web address : www.legalombudsman.org.uk Telephone : 0300 555 0333 between 9.00 to 17.00. Email: enquiries@legalombudsman.org.uk Postal address : 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.