Complaints Procedure

As a firm we are each 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.

Dale Langley
dalelangley@dalelangley.co.uk
07908864745

Dale Langley & Co
18th & 19th Floors
100 Bishopsgate
London, EC2N 4AG

or

Dale Langley Solicitors
18th & 19th Floors
100 Bishopsgate
London, EC2N 4AG

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 where unavailable to investigate the complaint, another senior member of staff may be appointed to do so. General enquiries can also be directed to Olivia Darcey the Office Manager.

Process

1. First the Principal (or other person handling the complaint) will write to you acknowledging receipt of your complaint and where appropriate 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 any other 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 6167, Slough, SL1 0EH

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 one year from the date of the act or omission complained of, or one year 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 (i.e fraud, mishandling of client money) 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: contactcentre@sra.org.uk
Telephone: 0370 606 2555