Complaints Procedure

Introduction

If you are dissatisfied with the service we have provided then you have the right to complain. The Legal Ombudsman service has been operational since October 6th, 2010 and is ultimately responsible for ensuring that complaints are dealt with appropriately. However, before you contact the Legal Ombudsman you must first register an official complaint with us. Normally, the Legal Ombudsman expects you to give us 8 weeks to try to resolve the matter. If after 8 weeks you are still dissatisfied you can then involve  the  Legal Ombudsman. For more information on how the Legal Ombudsman works please  visit the Legal Ombudsman website.

Timescales

In normal circumstances you are required to register a complaint within one year.  You must then give us 8 weeks to try to resolve your complaint before contacting the Legal Ombudsman. A complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of the Firm's complaints procedure. In summary:

  • You must register your complaint with us within one year
  • The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint
  • After this time, you can contact the Legal Ombudsman (but you must do so within 6 months)

Getting Started

To register a formal complaint, please write to us and include all the information suggested by the Legal Ombudsman - their website includes some useful checklists and sample letters.

In addition to the Legal Ombudsman, several other complaints bodies exist which are also able to deal with complaints about legal services - these are: Ombudsman Services, ProMediate, Small Claims Mediation and the European Online Dispute Resolution platform. Information about these alternatives can be found at:

  • From the outset Abdul reassured me, talked me through everything and put my mind at ease that I was in the best possible hands at a time of stress and panic. The process from our initial meeting was seamless and Abdul put plans in place for me to receive the best possible outcome in court with some ground work from myself. I honestly can't thank Abdul enough for his services, although he was there in a professional manner he also showed great understanding of my situation and helped me through a difficult time.

    Carl Sykes 
  • I would just like to take this opportunity to thank you for helping me today with my difficult case, I simply can't thank you enough for your efforts, great skill and knowledge in helping us reach a fantastic result, we are truly blessed. I shall take great care and effort in my feed back and you truly deserve as much business as you can manage, again and truly many thanks and congratulations all round.

    Scott Hessel
  • You certainly know what you are doing in court, your knowledge, experience and the delicate way in which you handled the magistrates really made the difference. It was my first time in front of a magistrate and it was clear to see that it could so easily have gone either way.

    Simon Bedford 
  • I was put in touch with Abdul at DFR solicitors by a colleague. He did not only put me at ease but also was in touch with my wife and explained the process etc. to her. It was not a pleasant experience attending court etc. but it was made easier thanks to Abdul's professionalism, thoroughness and reassurance. Abdul is a specialist in this field - it is all he deals with.

    Matthew Bromham