01727 837161

Complaints Procedure & Code of Conduct

Complaints Procedure

You should raise with the person dealing with your matter straight away any concerns you have about our service, the work we are doing for you or our charges. This could include a complaint about our bill. Normally, a complaint will be considered to be out of time if it is made more than six years after the cause for complaint or three years after you should reasonably have known that there was cause for complaint.

If any problems arise which the person dealing with your matter is unable to resolve to your satisfaction, please contact the supervisor, who is named in the client care letter you have received, by letter, telephone or e-mail. If that does not resolve the problem to your satisfaction, then please contact our client care partner, Louise Attrup on la@debenhamsottaway.co.uk or 01727 735663.

We have a Complaints Handling Procedure, please ask the supervisor or the client care partner if you would like us to send you a copy.

If you are not satisfied with our handling of your complaint you have the right to complain to the Legal Ombudsman who can be contacted at P.O.Box 6806, Wolverhampton, WV1 9WJ, on 0300 555 0333 or by e-mail at enquiries@legalombudsman.org.uk. Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving the final written response from us about your complaint.
You may also have a right to object to our bill by applying to the court for an assessment of the bill under Part III of The Solicitors Act 1974. If all or part of a bill remains unpaid, the firm may charge interest. If you refer the bill to the court for assessment then the Legal Ombudsman may be unable to deal with your complaint about the bill.

Online Dispute Resolution

 Where we act for you in a retainer entered into online, in the event of a dispute with you we may be able to resolve it by way of the Online Dispute Resolution Platform. If this applies, please contact our Client Care Partner Louise Attrup on la@debenhamsottaway.co.uk or 01727 735663.

Code of Conduct

The Solicitors Regulation Code of Conduct can be found on their website.