DTM LEGAL LLP – CLIENT SERVICES
Our aim is to always provide excellent client care, and the feedback from our Clients is that most of the time, we succeed.
However, sometimes we do get things wrong. When this happens, we want to know, so that we can put matters right.
If you are unhappy with any aspect of our service, we ask that you contact us to discuss your concerns.
WHO CAN COMPLAIN about our service?
We are only able to accept service complaints from;
- Clients;
- Prospective Clients; or
- Beneficiaries of an Estate, where the complaint relates to work done for the Estate.
If you are entitled to raise a complaint, you may authorise someone to deal with the complaint on your behalf.
Generally, we will only consider a complaint if it relates to work we have done for you, or refused to do for you, within the previous six years.
HOW TO RAISE A CONCERN
You can raise your concerns by phone, e-mail, post, or face to face.
Initially we recommend that you speak to the person with conduct of your matter. We expect all staff to deal with your concerns promptly, professionally, and sympathetically.
However, you may not wish to do this if you feel:
- the client/lawyer relationship has broken down;
- the matter is particularly serious; or
- you would be uncomfortable talking to that person.
In such instances, you are welcome to contact a member of our Client Services Team by e-mailing clientservices@dtmlegal.com or phoning 01244 354800. The Client Services Team operates independently of all legal teams, and is supervised by Alison Brennan, our Client Services Partner.
RESPONDING TO YOUR CONCERNS
We will respond to your concerns using the most suitable method of communication, based on a number of factors including your needs, the seriousness and urgency of the matter, and the degree to which we need to obtain further information from you. If your complaint is of a detailed or serious nature, we may ask that you put this in writing to us. Such a request will never be made to deter you from raising an issue.
We will seek to resolve the issues as promptly as possible. Immediate and informal resolution will be appropriate in most instances. However, our formal complaints process will be used where necessary, for example, if there is a need to conduct a full investigation.
In order to help us decide if a formal complaint needs to be conducted, we may suggest a Client Services call with you, so that we can gather information and ask you what action you would like us to take. This Client Services call may be conducted by the person dealing with your file, or with a member of the Client Services Team.
FORMAL COMPLAINT RESOLUTION
If your concerns are to be addressed under our formal complaints policy, we will:
- Acknowledge your complaint within 3 working days;
- Refer to the matter to our Client Services Team, who may arrange a Client Services call with you, or otherwise contact you for more information;
- Assign the matter to the Complaints Partner, or another impartial Partner as appropriate; &
- Upon receipt of all necessary information, respond to your complaint within 15 working days.
Our response will explain our findings, and if there has been a finding of fault, outline what remedial steps we are able to take.
UNSATISFACTORY RESOLUTION
If we have tried to resolve a matter informally and you are not happy with the outcome, you may raise the issue as a formal complaint. In such circumstances, we will follow the above procedure for Formal Complaint Resolution.
If you are unhappy with the outcome of the Formal Complaints Resolution process, you may be able to contact the Legal Ombudsman (“LeO”), the Solicitors Regulation Authority (“SRA”) or an Alternative Dispute Resolution (“ADR”) mediator.
LeO are an independent body who handles service complaints and who can be contacted by the following methods: email – enquiries@legalombudsman.org.uk, post – PO Box 6167, Slough, SL1 0EH, phone – 0300 555 0333, or website – www.legalombudsman.org.uk.
In such instances, our response letter will serve as our “Final Letter.”
Generally, you should refer your complaint to LeO:
- within 6 months of receiving our “Final Letter”;
and
- no more than one year from the date of the act or omission; or
- no more than one year after you should have known there was a cause for complaint.
The SRA deal with conduct issues. In the unlikely event you have a conduct concern, you can contact the SRA through their website – www.sra.org.uk.
We are willing to enter into an ADR process with ProMediate – www.promediate.co.uk, subject to your agreement.
Non-SERVICE-RELATED issues
For issues relating to negligence or misconduct, please contact compliance@dtmlegal.com
DIGNITY AT WORK
We will not tolerate derogatory or threatening behaviour directed towards our staff. Such behaviour will be referred to our Compliance Team.
Staff have the authority to: terminate abusive calls; to refuse in-person meetings or ask for a third party to also attend; or ultimately, to cease acting in a matter.
