Our Complaints Procedure

DG Law is committed to providing a high quality legal service to all our clients. But if our standards of service have fallen short we are very sorry to hear that and would now like to work with you to resolve this as soon as possible.  Therefore we have set out below our complaints procedure.

Our complaints procedure

If you have a concern or a complaint that has not been dealt with to your satisfaction by the person handling your case any other member of DG Law, please write/email to us as soon as you are aware of the problem, so this can be addressed. Please send your letter of complaint to: DG Law, Lower Ground 2 Lant Street London SE1 1QR or email to david.gordon@dg-law.co.uk – or call us on 0207 113 4003 and ask for David Gordon.

What will happen next?

  1. We will send you a letter/email acknowledging receipt of your complaint within five (working) days of receiving the complaint, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our Principal and client care officer, David Gordon, who will review your matter file and speak to the member of staff who acted for you.
  3. We would then like to invite you to a meeting to discuss and, it is hoped, resolve your complaint. We will do this within 14 (working) days of sending you the acknowledgement letter.
  4. Within three (working) days of the meeting, the person charged with dealing with your matter will write to you to confirm what took place and any solutions he / she has agreed with you.
  5. If you do not want a meeting or it is not possible, the person handling the matter will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 21 (working) days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another member to review the decision.
  7. We will write to you within 14 (working) 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, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within 1 year of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.

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

Conclusion

If at any time you would like to provide us with any more information that you feel we should be aware of please send this to David Gordon at any of the contact details above.

Overall, we hope that we can address the concerns you have raised and provide a resolution as quickly as possible.

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Call us now on 020 7113 4003 or complete a Free Online Enquiry and we will be delighted to talk with you about your legal matter.

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