At DLS Solicitors, we are committed to providing excellent service to all our clients. However, we understand that there may be occasions where you may feel dissatisfied with the service you have received. We take all complaints seriously and aim to resolve them promptly and fairly. This policy outlines the procedure for making a complaint and how we will handle it.
1. Scope
This policy applies to all clients of DLS Solicitors who wish to make a complaint about any aspect of our service.
2. How to Make a Complaint
Complaints can be made in writing, by email, or by phone. You can address your complaint to:
DLS Solicitors, 14 George Street, Alderley Edge, Cheshire, SK9 7EJ
Alternatively, you can use our online complaints form available on our website at https://dlssolicitors.com.
3. Complaint Handling Process
Upon receiving your complaint, we will acknowledge it promptly, typically within 2 working days. Our acknowledgment will include details of the person handling your complaint and an estimated timeframe for resolving it.
We will then investigate your complaint thoroughly and impartially. This may involve reviewing relevant documents, speaking with the staff member(s) involved, and any other necessary steps to understand the issue fully.
4. Resolution
We aim to resolve all complaints as quickly as possible and within a maximum of 10 working days from the date of receipt. If we are unable to resolve your complaint within this timeframe, we will provide you with regular updates on the progress of our investigation.
Once we have concluded our investigation, we will communicate our findings to you in writing, explaining the outcome and any actions we will take as a result. If we find that mistakes were made, we will offer appropriate redress, which may include an apology, a refund, or any other suitable remedy.
5. Escalation
If you are not satisfied with the outcome of your complaint, you may request a review by a senior member of our management team. They will conduct an independent review of your complaint and provide you with their final decision.
6. Confidentiality
We will treat all complaints with the utmost confidentiality. Information provided as part of the complaints process will only be shared with those directly involved in handling and resolving the complaint.
7. Monitoring and Improvement
We continuously monitor complaints to identify any recurring issues or areas for improvement in our services. We use this feedback to make necessary changes to prevent similar complaints from arising in the future.
8. Contact Information
For any queries or further information regarding our complaints policy, please contact:
DLS Solicitors, 14 George Street, Alderley Edge, Cheshire, SK9 7EJ
9. Review of the Policy
We regularly review and update our complaints policy to ensure it remains effective and compliant with relevant regulations and best practices.
10. Accessibility
This complaints policy is available on our website and can be provided in alternative formats upon request.
We value your feedback and are committed to resolving any complaints in a fair and transparent manner. Your satisfaction is important to us, and we appreciate the opportunity to address any concerns you may have.