Designated Complaints Handler –
If you have any concerns about our service, our work, or our charges, you can discuss these with the individual who has control over your matter.
If this person cannot satisfactorily address your concerns and you wish to make a complaint, please contact our Designated Complaints Handler, Mr Raj Nair, Director of Dylan Nair.
You can write to him at:
Dylan Nair Solicitors Limited, 55 Garstang Road, Preston, Lancashire, PR1 1LB
Or send an Email to raj@dylannair.com.
Step One: Acknowledging your Complaint
Within 2 working days of receiving your complaint, your complaint will be recorded in our Complaints Register and a separate file will be opened in which we will store any correspondence and other documents relating to your complaint. Additionally within those 2 working days we will send you a letter acknowledging your complaint.
Step Two: Investigating your Complaint –
Within five working days of receiving your complaint, we will review your file(s) along with any other relevant documentation and a letter will be sent to you addressing how we propose to deal with your complaint. Examples of what we might say in this letter are as follows:
– If the complaint is straightforward, we may make suggestions as to how we can put things right or we may offer some form of redress;
– If the complaint is more complicated we may ask for confirmation, explaining or clarifying any issues;
– We may ask to meet and discuss things face-to-face and we would hope to be in a position to meet with you no longer than fourteen working days after first receiving your complaint.
– If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, we will write to you fully setting out our views on the situation and making suggestions as to how we can put things right, or asking you to confirm, explain or clarify any issues.
– Within three working days of any meeting, we will write to you again to confirm what took place and to confirm any offer of redress that we have made.
Whichever form our investigation takes, we will aim to give you our final decision within six weeks of receiving your complaint (or sooner if possible).
Step Three: Appealing against our Final Decision
If you are not satisfied with our final decision, please let us know and we will review our decision again. We will let you know the result of any appeal within five working days of receiving your appeal.
Step Four: The Legal Ombudsman
If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint provided you do so within six months of the end of our Internal Complaints Handling Procedure.
In addition, there are time limits relating to the date you first became aware or should have become aware of the problem. The relevant time limits are set out in the version of the Legal Ombudsman’s Scheme Rules in force from time to time which can be accessed at: http://www.legalombudsman.org.uk/downloads/documents/publications/Scheme-Rules.pdf or by contacting the
Legal Ombudsman using the contact details provided below) and may only be extended by the Legal Ombudsman in exceptional circumstances.
Ordinarily, you cannot use the Legal Ombudsman unless you have first attempted to resolve your complaint using our internal Complaints Handling procedure, but you will be able to contact the Legal Ombudsman if:
– The complaint has not been resolved to your satisfaction within eight weeks of first making the compliant to us; or
– The Legal Ombudsman decides that there are exceptional reasons why the Legal Ombudsman should consider your complaint sooner, or without you having to use our internal Complaints Handling Procedure first; or
– The Legal Ombudsman considers that your complaint cannot be resolved using our internal Complaints Handling Procedure because the relationship between you and us has broken down irretrievably.
If you wish to make a complaint to the Legal Ombudsman you must be one of the following:
– An individual;
– A micro-enterprise as defined in European Recommendation 2003/361/EC of 6 May 2003 (broadly, an enterprise with fewer than 10 staff and a turnover or balance sheet value not exceeding €2 million);
– A charity with an annual income less than £1 million;
– A club, association or society with an annual income less than £1 million;
– A trustee of a trust with a net asset value less than £1 million; or
– A personal representative or the residuary beneficiaries of an estate where a person with a complaint died before referring it to the Legal Ombudsman.
If you are not, you should be aware that you can only obtain redress by using our Complaints Handling Procedure or by mediation or arbitration, or by taking action through the Courts.
Legal Ombudsman Contact Details
Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Complaint to the Solicitors Regulation Authority
Complaints (such as reporting a solicitor’s behaviour) may also be made directly to the Solicitors Regulation Authority (SRA). See www.sra.org.uk/consumers/problems/report-solicitor.page for more details.
DYLAN NAIR SOLICITORS LTD.
Registered Office: 55 Garstang Road, Preston, Lancashire, PR1 1LB