David Laws Solicitors, also trading as Lawsonline via www.lawsonline.co.uk – Complaints Handling Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

Making a complaint will not affect how we handle your case.

In the first instance it may be helpful to contact David Laws (as sole principal) or the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then our full complaints procedure is as follows:

1. Please contact David Laws by means of one of the following:
1. By telephone on 01603 871126, or
2. On his mobile 07933 149810, or
3. By email to dal@davidlaws-solicitors.com, or
4. By post to Cavell House, Stannard Place, St. Crispins Road, Norwich, Norfolk, NR3 1YE.
2. We will send you a letter or email acknowledging receipt of your complaint within three working days of us receiving it and enclosing a copy of this procedure.
3. We will then investigate your complaint. This will involve David Laws as sole principal reviewing your matter file and if necessary, speaking with the consultant or member of staff who acted for you.
4. We will send you a written reply to your complaint by post or by email within 21 days of our letter or email acknowledgement to you (per clause 2 above)
5. If you would alternatively prefer to request a meeting with David Laws to discuss your complaint and how it can best be resolved, please (in writing) request such a meeting.
6. Within 3 working days of any such meeting, we will write to you by way of confirmation as to the outcome of the meeting.
7. If after the conclusion of the outcome of either items 4. or 5. above you remain dissatisfied, you will be entitled to contact The Legal Ombudsman.

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.

If at any point you become unhappy with the service we provide to you, then please inform us immediately so that we can do our best to resolve the problem for you.

If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

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

Contact details

Visit: www.legalombudsman.org.uk

Telephone: 0300 555 0333 between 9.00 to 17.00.

Minicom: 0300 555 1777

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 (SRA) 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.

The SRA works with firms such as ours to ensure that we comply with the principles of independence, fairness and integrity in order to best serve the interests of our clients and the public interest.

You can raise your concerns with the Solicitors Regulation Authority by visiting their website via this link.