Complaints Procedure

We are committed to providing a high-quality legal service to all our clients. If something goes wrong please tell us about it; we need your feedback to help us to improve our standards. We take any complaint very seriously and we will investigate your complaint promptly and fairly in the hope that we can achieve a satisfactory resolution of it.

Our complaints procedure

If you have a complaint, please contact the lawyer who has dealt with your file or Alexandra Gittoes-Davies. You can write to her at 52A High Street Westbury on Trym Bristol BS9 3DZ or e-mail her at agd@devlaw.co.uk or telephone her on (0117) 9380222.

It would not occur to us to charge you for investigating and resolving your complaint but we are required to make clear to you in any event that we will not charge you.

If we find your complaint is justified, we will apologise to you, explain to you what steps we have taken to prevent a repetition of similar complaints in the future and, in appropriate cases, we will consider with you whether any other form of redress would be appropriate.

What will happen next?

1. We will acknowledge your complaint and will ask you to confirm or explain any details. We will also let you know the name of the person who will be dealing with your complaint.

2.We will then record your complaint in our central Register and open a file for your complaint.

3. We will investigate your complaint fully, fairly and promptly by seeking the comments of the lawyer who has dealt with your file and by examining the case file.

4. We will then write to you with our response to your complaint. If appropriate we will invite you to a meeting to discuss and hopefully resolve your complaint. We would hope to be in a position to write to you with our response no longer than 10 working days after first receiving your complaint. If we do meet, we will write to you again promptly after our meeting.

5. At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision. We would generally aim to do this within a further 10 working days. This will happen in one of the following ways.

  •  the person who has dealt with your complaint will review his or her own decision.
  •  we will arrange for someone in the firm who has not been involved in your complaint to review it.
  • we will consider with you whether it would be appropriate to ask another local firm of solicitors to review your complaint or whether it would be appropriate to consider some form of independent mediation.

6. We will let you know the result of the review within 5 working days of it being completed. At this time we will write to you confirming our final position on your complaint and explaining our reasons. If you are still not satisfied, you can contact the Legal Ombudsman

(see below) about your complaint and ask them to become involved. We very much hope that this will not be necessary.

7. Generally, you would need to involve the Legal Ombudsman within 6 months from the end of our own procedure. Ordinarily, a complaint must also be referred to the Legal Ombudsman within 1 year of the act or omission complained of or, if later, 1 year from when it should reasonable have been known that there was a cause for complaint without taking advice about it

 

Legal Ombudsman

The postal address is:

Legal Ombudsman

PO Box 6806

Wolverhampton WV1 9WJ

 

Their email address is: enquiries@legalombudsman.org.uk

Their web address is: enquiries@legalcomplaints.org.uk

Their phone number is: 0300 555 0333