As a company we take client feedback seriously and make every effort to ensure that we learn from clients who express dissatisfaction. Our complaints process is open and accessible in order to provide clients with the assurance that their concerns will be managed fairly and appropriately.
How to make a complaint
If you wish to make a complaint you may do so by speaking with the file handler with conduct of your matter, or their supervisor. Alternatively you may direct your complaint to the DAS Law Compliance team by emailing firstname.lastname@example.org. If you wish to put your complaint in writing, the postal address is: Risk and Compliance Department, DAS Law, Trinity Quay, 2 Avon Street, Bristol, BS2 0PT.
Timeframes for investigating your complaint
We will acknowledge your complaint within 2 working days. Upon acknowledgement of your complaint we will also let you know who will be investigating your complaint.
We will aim to respond to your complaint within 15 working days. If this is not possible, we will tell you when you can expect a substantive reply.
It may be that further information or clarification is needed before the investigation can get underway. If so, we will tell you.
When we reply to your complaint you will be told if the complaint has been upheld. If your complaint is upheld, a remedy will be offered to you, which may include:
- An apology from the firm and an assurance that the mistake will not be repeated, and that we will attempt to do better in future. A plan of action will be set out saying how the claim will be put back on course;
- Payment of compensation; or
- A combination of the above.
We hope that after a full investigation and an explanation you will be satisfied that your complaint has been dealt with fairly.
If you are not satisfied with the response to your complaint then you are entitled to contact the Legal Ombudsman. If your complaint refers to After The Event Insurance (ATE) then you may have the right to have your complaint handled by the Financial Ombudsman Service.
Any complaint to the Legal Ombudsman or Financial Ombudsman Service must be made:
- Within 6 months of receiving a written response from us about your complaint; and
- Within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).
The contact details for the Legal Ombudsman are as follows:
Office of the Legal Ombudsman
PO Box 6806
Tel: 0300 555 0333
The contact details for the Financial Ombudsman Service are as follows:
Financial Ombudsman Service
Tel: 020 7964 1000
In addition to the Legal Ombudsman, several other complaints bodies exist which are also able to deal with complaints about legal services. These are:
Details of such alternative complaints bodies are provided for information purposes only and should not be construed as our agreement to use mediation.
Finally, the Solicitors Regulation Authority (SRA) can help you if you are concerned that DAS Law has not complied with our regulatory obligations including the SRA Principles. The contact details for the SRA are as follows:
199 Wharfside Street
Tel: 0370 606 2555