Complaints Procedure

We are committed to providing a professional service to all our clients. If you have any concerns regarding our service, please follow the complaints procedure below.

Our service to you

We appreciate that for many clients, dealing with a legal issue is very stressful, time consuming and expensive.

Our aim is to provide you with an excellent service in terms of our legal knowledge, explaining the law and legal procedures in clear terms, progressing your matter to the agreed timeframes and responding to your queries in a timely manner.

Any expression of dissatisfaction about the service you have received from DavidsonMorris will be considered seriously and we will respond promptly to any complaint.

 

What to do if you have a complaint

In the first instance, please speak with the member of staff who is assisting you.

If you are not happy with their response, please contact our Head of Legal, Paolo Barbato, on 0207 494 0118 or via email: paolo.barbato@davidsonmorris.co.uk.

Paolo will respond within 48 hours to discuss your concerns and carry out an investigation. 

Following Paolo’s response to your complaint, if you remain unhappy, please contact our Principal, Anne Morris, either by phone on 0207 494 0118 or via email anne.morris@davidsonmorris.co.uk.

 

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves or you have not received a response to your complaint within eight weeks. 

They will look at your complaint independently and it will not affect how we handle your case.

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

  • Within six months of receiving our 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 that there was cause for complaint.

 
The Legal Ombudsman’s contact details are as follows:

www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

By post: 

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

 

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our 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 Regulation Authority.

The SRA’s contact details are as follows:

Solicitors Regulation Authority
The Cube
Wharfside Street
Birmingham
B1 1RN

Telephone: 0370 606 2555 inside the UK or +44 (0)121 329 6800 from overseas

Email: report@sra.org.uk

 

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