Call us today at

0333 016 6500

Complaints

Complaints

At DWA Law, we aim to provide every client with a consistently high standard of service. Your feedback is important to us, as it helps us improve and ensure that our services meet your expectations. If you feel that our service has fallen short at any point, we encourage you to let us know so that we can put things right.

Raising a Concern or Complaint

Informal Resolution

In most cases, concerns or issues can be resolved quickly and informally. We encourage you to speak first with the Solicitor handling your matter. This allows many matters to be addressed promptly without the need for a formal complaint.

Formal Complaint

If your concern is more serious, or if you feel it is inappropriate to discuss it with your solicitor, you may raise a formal complaint with our designated complaints officer:

Email: info@dwalaw.co.uk
Phone: 0333 016 6500

How to Submit a Complaint

To help us investigate and respond to your complaint efficiently, please provide:

  • A clear explanation of why you are dissatisfied with our service.

  • Your preferred method of communication (phone, email, post).

  • Any steps you believe would help resolve the issue.

If you prefer not to submit your complaint by email, you can call our office to discuss the most suitable way to proceed.

What Happens Next

Once we receive your complaint, we will:

  1. Acknowledgement: Send you an acknowledgement within 7 days of receipt.

  2. Recording: Log your complaint in our internal complaints register.

  3. Investigation: Investigate your complaint and arrange to discuss possible solutions with you within 21 days.

  4. Response: Provide a written response setting out the outcome within 28 days.

If we require more time to fully investigate your complaint, we will inform you and agree on revised timescales.

If your complaint is not resolved within 8 weeks, we will remind you of your right to contact the Legal Ombudsman, if you are eligible.

Possible Outcomes

If we find that our service has not met the expected standard, we will:

  • Acknowledge and apologise for the issue.

  • Take corrective action to prevent similar issues in the future.

  • Where appropriate, offer fair compensation for any acts or omissions for which we are responsible.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may refer your complaint to the Legal Ombudsman. This service is generally available to individuals, small businesses, and certain other groups, but not larger organisations.

The Legal Ombudsman expects clients to have followed our internal complaints procedure first. Further information is available on their website: www.legalombudsman.org.uk.

Contact Details for the Legal Ombudsman:

Important: Complaints should usually be brought within six months of our final written response, and no later than one year from when the issue occurred or when you first became aware of it.

Professional Conduct Concerns

The Legal Ombudsman handles service-related complaints. If you believe that a solicitor or law firm has acted in a way that amounts to serious professional misconduct (e.g., dishonesty, misuse of client funds, or discrimination), you may report this to the Solicitors Regulation Authority (SRA).

Guidance and reporting details are available on the SRA website: www.sra.org.uk/consumers/problems/report-solicitor