Complaints Procedure

As a firm we are committed to providing a high quality and effective legal service to all our clients. If you are dissatisfied with any aspect of our service, we encourage you to raise the matter with us. This will help us improve the service we provide.

Our complaints procedure

If you have a complaint, please contact Dale Langley, the Principal of the firm, in writing with full details of the complaint. If the complaint relates to work undertaken by Dale Langley, please contact James Corrish, Senior Associate.

Dale Langley
dalelangley@dalelangley.co.uk
0203 771 3340

James Corrish
jamescorrish@dalelangley.co.uk
0203 771 3341

Dale Langley & Co
18 King William Street
London, EC4N 7BP

or

Dale Langley Solicitors
18 King William Street
London, EC4N 7BP

We encourage complaints to be made while matters are active, as complaints made only after a matter has been completed and billed are less easy to remedy. If Dale Langley or James Corrish are unavailable to investigate the complaint, another senior member of staff may be appointed to do so. General enquiries can also be directed to Kim Matchwick the Office Manager.

Process

  1. First the Principal or other person handling the complaint will write to you acknowledging receipt of your complaint and putting forward a plan for dealing with and seeking to resolve the matter. Wherever possible, we will endeavour to respond to you within 14 days of your complaint. There may be occasions where we will need further information from you in order to begin investigating your complaint.
  2. We will then record your complaint in our central register and open a file for your complaint.
  3. An investigation will be carried out by the Principal or other person handling the complaint by interviewing the persons involved in the matter and checking the matter file and any other relevant documentation.
  4. On conclusion of the investigation the Principal or other person handling the complaint will write to you inviting a meeting and/or outlining the conclusion of the investigation and the steps they suggest to resolve the complaint.
  5. If you are not satisfied with the conclusion and proposed method of resolution you may write to the Principal or other person handling the complaint further to exchange views on how the matter may be resolved.

Legal Ombudsman Service

We are usually able to resolve most concerns. However, if you are unhappy with the outcome of your complaint, you may refer the matter to the Legal Ombudsman Service at:

Website: www.legalombudsman.org.uk

Post: PO Box 6806, Wolverhampton, WV1 9WJ

Email: enquiries@legalombudsman.org.uk

Telephone: +44 (0)300 555 0333

Please note that the Legal Ombudsman will only deal with complaints by members of the public and very small businesses, charities, clubs and trusts. Please ensure you allow us at least twelve weeks to deal with your complaint before contacting the Legal Ombudsman.

Complaints to the Legal Ombudsman should be made within six years from the date of the act or omission complained of, or three years from when you should reasonably have known there were grounds for complaint. Any complaint should also generally be made to the Legal Ombudsman within six months of receiving our final response in relation to your complaint.

Solicitors Regulation Authority (“SRA)

If your complaint relates to a breach of the SRA principles by your solicitor, or relates to dishonest or discriminatory conduct on the part of your solicitor, you may also complain to the SRA:

Website: www.sra.org.uk
Post: SRA Report, Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Email: report@sra.org.uk
Telephone: 0370 606 2555

Disclaimer

This website acts purely as an introduction to the services that Dale Langley & Co and Dale Langley Solicitors provides to its clients. Nothing in this website creates a solicitor-client relationship between us and the information provided herein is just that: information. It does not constitute legal advice in any way and you should not rely upon it. You should not use the information on this website as a substitute for taking specific legal advice on your particular situation. We do not warrant the accuracy of any matters of law or our interpretation of them.

Neither Dale Langley & Co nor Dale Langley Solicitors or its Partners or employees accept any liability for any action or failure to take action on your part as a result of having read all or part of this website.