Legal
Complaints Procedure
We aim to provide a high standard of service. If something goes wrong, we want to know.
Draft for review. This policy has been prepared as a starting point. It must be checked and approved by the business owner and, where appropriate, a qualified legal or compliance adviser before the website goes live. Items marked “To be confirmed” must be completed.
Last updated: [date to be confirmed]
Our commitment
We are committed to providing a high-quality service to everyone who contacts us. If you are unhappy with any aspect of our service, please tell us so that we can try to put things right.
How to complain
Please contact us in writing, by email at info@disputelawyers.co.uk, with:
- your name and contact details
- a description of your complaint
- any reference number you have been given
- what you would like us to do to put matters right
To be confirmed by the business: Insert the name or role of the person responsible for handling complaints, and a postal address for complaints.
What happens next
To be confirmed by the business: Set out your complaint-handling timescales, for example when you will acknowledge a complaint, when you aim to complete your investigation, and how you will communicate the outcome. If the business is SRA-regulated, the procedure must meet the SRA’s requirements, including providing a final response within eight weeks.
If you remain unhappy
To be confirmed by the business: If the business is regulated by the Solicitors Regulation Authority, insert the required information about the Legal Ombudsman, including its contact details, the time limits for referring a complaint, and information about reporting professional misconduct concerns to the SRA. If the business is not a regulated law firm, explain the escalation routes that apply instead. This section must be completed and verified before publication.
