Complaints Policy

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We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help improve our standards.

If you have a complaint, please contact Mr Kulraj Dassaur. You can contact him at 2 Snowhill, Birmingham, B4 6GA or at kd@dslsolicitors.com. (If the complaint is against Kulraj Dassaur we will pass your complaint onto another member at the practice),

What Will Happen Next?

Complaints Procedure

1. Record your complaint centrally and review each stage of the investigation;
2. Write to you within five working days acknowledging your complaint and enclosing a copy of this policy;
3. Review and investigate your complaint by reviewing your file(s) and other relevant documents, and speaking with the person who dealt with your matter;
4. Invite you to a meeting to discuss your complaint, if appropriate, which can either be done face to face or over the telephone, if preferred; you do not have to attend if you do not wish to or if you are unable to;
5. Update you, at appropriate times, on the progress of your complaint and provide an indication of when we expect to provide our response to you;
6. Write to you at the end of our investigation to explain what we have done and what we propose to do to resolve your complaint;
7. Conclude the process and provide a final response within 8 weeks from the date of receipt of your complaint.

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

What if I am not satisfied with the outcome?

If you are not satisfied with our final response, please let us know and we will review the matter further. If we are unable to reach a satisfactory conclusion, we will write to you again and confirm our Firm’s final position.

Upon the conclusion of our complaints process, and if you are not satisfied, you are entitled to refer your complaint to the Legal Ombudsman, who can be contacted by:

Calling 0300 555 0333

Emailing enquiries@legalombudsman.org.uk

Post to the Legal Ombudsman, 2 Snowhill, Birmingham, B4 6GA

What are the timescales for referring my complaint to the Legal Ombudsman?

There are three-time limits that apply to any reference to the Legal Ombudsman. You must:

1. Refer your complaint within six months of our final written response to your complaint; and
2. Within one year of the act or omission about which you are complaining; or
3. Within one year of you becoming aware of it.

The service provided by the Legal Ombudsman is only available to certain types of clients. Further details are available on their website: www.legalombudsman.org.uk.

The Legal Ombudsman will not charge you for this service.