DIBBENS COMPLAINTS HANDLING PROCEDURE

Our complaints policy

We are committed to providing a high-qualify legal service to all our clients. When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

Our complaints procedure

If you have a complaint, please contact us with details.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint, enclosing a copy of this procedure. In any event we will send you a copy of this procedure as requested.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Rachel Fleet, who will review your matter file and speak to the member of staff who acted for you.
  3. Rachel Fleet will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within fourteen days of sending you the acknowledgement letter.
  4. Within three days of the meeting, Rachel Fleet will write to you to confirm what took place and any solutions she has agreed with you.
  5. If you do not want a meeting, or it is not possible, Rachel Fleet will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within twenty one days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review the decision.
  7. We will write to you within fourteen days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied after the eight weeks, you can then contact the Legal Ombudsman at Address: PO Box 6806 Wolverhampton WV1 9WJ Telephone Number: 0300 555 0333 www.legalombudsman.org.uk about your complaint. Any complaint to the Legal Ombudsman about our service must usually be made within twelve months of the end of the work we did for you or of you finding out there was a problem. They will accept complaints up to six years from the date we acted  for you or three years from when you notified us of your complaint or should have been aware of your complaint.

The above changes to timescales are being introduced by the Legal Ombudsman gradually so if you are unsure please speak to the Legal Ombudsman for clarification.

If we have to change any of the timescales above, we will let you know and explain why.

The complaints procedure does not involve any charges from us to you.