Complaints Handling Procedure 

I want to give you the best possible service.  If however, at any point you become unhappy or concerned about the service I have provided then you should inform me immediately. As Duxburys Solicitors Ltd is a one person business, there is nobody else within the firm that you can contact. In the first instance I will discuss your concerns with you and I will do my best to resolve the problem.

If you would like to make a formal complaint, you should submit full details of your complaint to me in writing by email at wjd@duxburyssolicitors.co.uk headed Formal Complaint. I will do my best to resolve any issues and will send you a written response by email addressing your complaint no later than 4 weeks from the date I receive your written complaint.

If you wish to appeal against my written response, for example if more information has come to light, or if you still disagree with my written response, then you should submit full details of your appeal to me in writing by email at wjd@duxburyssolicitors.co.uk headed Appeal Against Response to Formal Complaint. You should send this to me no later than 4 weeks from receipt of my written response. I will send you a written response to your appeal no later than 4 weeks from the date I receive it.

Making a complaint will not affect how I handle your case. For the avoidance of doubt I will not charge you for the amount of time it takes to deal with your complaint.

In most cases you will not be able to take your complaint further if you have not tried to resolve it with me first.

What to do if I cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how I handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with me first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving my final response to your complaint;

    and

  • No more than one year from the date of the act or omission being complained about; or

  • No more than one year from the date when you should reasonably have known there was cause for complaint.

For more information about the Legal Ombudsman contact:

What to do if you are unhappy with my behaviour

The Solicitors Regulatory Authority can help if you are concerned about my behaviour.  This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulatory Authority https://www.sra.org.uk