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.

10.       Any complaint to the Legal Ombudsman must usually be made:

     i.          Within 6 years from the date of the act or omission, or

ii.          Within 3 years from the date when the complainant (you) should reasonably have known there were grounds for complaint (if the act/omission took place before November 2011 or was more than 6 years ago) and

iii.         Within 6 months of you receiving a final written respondent from us regarding your complaint if that response complies with rule 4.4 of the Ombudsman’s Scheme Rules.

The Legal Ombudsman provides further guidance on its service at www.legalombudsman.org.uk

11.       The Solicitors Regulation Authority can help you if you are concerned about our behaviour or conduct. This could be things like dishonesty, taking or losing your money or treating you unfairly because of, for example, your age, a disability, or other characteristic.  The Solicitors Regulation Authority website is www.sra.org.uk

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