Our Complaints Policy
DAV Legal Ltd

We are committed to providing a high quality of service to all our clients. Our aim is to give you no cause for complaint but when something does go wrong we need you to tell us about it. Our complaints procedure is designed to help you bring your dissatisfaction to our attention so we can look at what has happened and provide you with an explanation. We will try to resolve the matter fairly and quickly. We will apologise where needed and endeavour to offer a practical solution. There is no charge for filing a complaint or time spent investigating your complaint. Filing a complaint will in no way disrupt or jeopardise your case.

Filing a Complaint

To file a complaint there is a two-stage internal process. Initially you should contact the person dealing with your case. These details can be found on your initial paperwork. Alternatively, you can contact the Complaints Officer (details found below).

It is preferable to put your complaint in writing. Complaints can be sent to:

Complaints Officer
DAV Legal Limited
PO Box 1474
PRESTON
PR2 0EF

Or email: admin@davlegal.co.uk

Detailed information relating to your complaint must be provided using any avenue above in order to conduct a thorough investigation

What happens next?

  • We will acknowledge receipt of your complaint within two (2) business days, enclosing a copy of this procedure for reference.
  • An investigation into the issues raised will be investigated. This may include involvement of the person dealing with your matter, the Complaints Officer and, if escalated, an independent outsourced solicitor consultant.
  • For ‘straightforward’ complaints, a response will be provided within 21 days of acknowledging your complaint. For more complex matters, additional time may be required. If this is necessary, you will be contacted to be advised of the extension. It may be necessary to take up to eight (8) weeks to investigate and respond to your complaint.
  • Further information may be required in order to progress the investigation. If this is necessary, you will be contacted.
  • On occasion, we may feel that it’s better to hold a ‘face to face’ meeting to discuss the concerns raised in your complaint. If this occurs, members of the meeting may include the subject of your complaint and the Complaints Officer. Minutes will be taken and provided to you five (5) days following the meeting, capturing what was discussed and agreed.
  • If you remain dissatisfied after the internal investigation, you can contact the Legal Ombudsman, who is an independent body which deals with legal complaints. Their contact information is found below.

Legal Ombudsman
PO Box 6806
Wolverhampton WV1 9WJ

Email: enquiries@legalombudsman.org.uk

Tele: 0300 555 1777

Website: www.legalombudsman.org.uk

Any complaint that is not resolved within eight (8) weeks can be raised with the Legal Ombudsman. Complaints made to the Ombudsman must be done within six (6) months of receiving your response from DAV Legal Ltd. Please be aware that any complaint to the Ombudsman must be made within one (1) year of the matter giving rise to the complaint or one (1) year from when you have known there was cause for complaint.

For further information about the complaints procedure, please contact the Complaints Officer.