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Complaints Policy - Professional Legal Services - Derrick Bridges & Co

Complaints Policy

Derrick Bridges & Co is committed to providing a high-quality legal service to all of our clients. However, if something goes wrong we ask that you tell us about it. This will assist us to improve our standards.

Our complaints procedure

If you have a concern or a compliant that you are unable to resolve to your satisfaction with the person handling your matter or their supervisor, please contact our Complaints Manager, Sharon Fuller as soon as possible. She can be contacted by email on sharonfuller@derrickbridges.co.uk or by post to our Wood Street office address or by telephone on 020 8449 7326.

What will happen to a complaint?

1.         All Client Complaint Forms are forwarded to the Complaints Manager.

2.         The Complaints Manager will open a separate file for the complaint and record the details in the Firm’s Complaint Management Form. This form will be kept at the front of the file. This must be done by the end of the day following receipt of the client Complaint Form.

3.         The Complaints Manager will then investigate the complaint, by asking the relevant members of staff to reply to the complaint or provide further details.

4.         If necessary, the Complaints Manager will meet with the relevant members of staff to discuss the situation.

5.         The Complaints Manager may either invite you to a meeting to discuss the complaint and attempt to resolve it or explain in writing, and if possible also by telephone, the outcome of their investigations and a suggestion for resolving the complaint.

6.         If a meeting is held, the Complaints Manager will write to you within two working days of the meeting, confirming the discussions that took place and any solutions that have been agreed.

7.         A letter sent to the you at this stage will contain details of what to do if you are still unhappy. You will be asked to write a ‘secondary complaint letter’ to the firm explaining why you are unhappy with the conclusion.

8.         The firm will then arrange for a review of the Complaints Manager’s decision. This will happen in one of the following ways at the firm’s discretion:

a)         Another Partner or senior member of staff will review the complaint, and if necessary, re-investigate the details of the complaint.

b)         The Complaints Manager will ask you to agree to independent mediation.

9.       The Complaints Manager will write to you within five working days of the conclusion of the review, detailing the outcome of the review, and what the firm’s final position is with regards to the complaint. This letter will contain details of the Legal Ombudsman, who you can then contact if you are still not satisfied. These details are: Legal Ombudsman, P O BOX 6806, Wolverhampton, WV1 9WJ. Tel. No: 0300 555 0333. E-mail: enquiries@legalombudsman.org.uk

If for any reason we are unable to comply with any of the timescales above, for example due staff absences from the office, we will let you know and explain the reason and provide a revised timescale.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. 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 a final response to your complaint


  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

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.


For further information, help or advice, please fill in our contact form or call us on 0208 449 7326.