DTM Legal – Client Service
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?
We are only able to accept complaints from;
- 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 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 Compliance Team by e-mailing email@example.com or phoning 01244 354802. The Compliance Team operates independently of all legal teams, and is supervised by Alison Brennan, our Complaints Partner, who can be contacted by e-mailing firstname.lastname@example.org or phoning on 01244 354 815.
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.
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 Liaison call with you, so that we can gather information and ask you what action you would like us to take. This Client Liaison call may be conducted by the person dealing with your file, or with a member of the Compliance 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 Compliance Team, who may arrange a Client Liaison call with you, or otherwise contact you for more information;
- Assign the matter to the Complaints Partner, or another impartial Partner if more appropriate; &
- Upon receipt of all necessary information, response 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.
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 process, our response letter will provide details for the Legal Ombudsman and Alternative Dispute Resolution, should you wish the matter to be reviewed. In such instances, our response letter will serve as our “Final Letter.”