COMPLAINTS PROCEDURE
We take all expressions of dissatisfaction about the service received from Draycott Browne seriously and we always respond promptly to complaints.
Draycott Browne Limited is committed to providing a professional, efficient service to all our clients. If you feel that we have failed to achieve an acceptable standard of service, we want you to tell us. Understanding how we can improve our quality of service is important to us. We will investigate your concerns objectively and try to generate a positive and speedy solution.
What To Do If You Have a Complaint About the Service We Have Provided or The Handling or Storage of Your Personal Data
If you are not happy with the service provided to you and/or the handling or storage of your personal data, you should contact the person normally dealing with your case or their supervising partner or manager. The name of the supervising partner or manager will be found on your initial correspondence or, if you don’t have this, then please contact Shaun Draycott at shaun.draycott@draycottbrowne.co.uk
The person handling your case and the supervisor or manager will carry out an investigation into your complaint and provide you with a response within 15 business days. If the matter is complex and it takes longer to deal with your complaint, they will let you know as soon as possible and give you an approximate timescale of when you can expect a response. They may suggest a telephone call or meeting to discuss matters. If you have a preference for how they communicate their response to you, please let them know.
If, following that response you remain dissatisfied, you may escalate your complaint to by email Shaun Draycott at shaun.draycott@draycottbrowne.co.uk or by writing to:
Draycott Browne Limited
12 Oxford Court
Manchester
M2 3 WQ
We will carry out an investigation and aim to resolve matters with you on an amicable basis. Please note that The Legal Ombudsman allows us a period of eight weeks from receipt of your complaint to try and resolve matters with you before they will agree to look into a complaint.
Referral to the Legal Ombudsman
If you are not satisfied with our final response, you may refer your complaint to the Legal Ombudsman. They expect complaints to be brought to them within six years of the date of the act/omission about which you are concerned, or three years from when you reasonably should have known about a complaint. The Legal Ombudsman will usually only agree to investigate where they have been contacted within six months of our final response to the complaint.
The Legal Ombudsman’s contact details are as follows:
Telephone: 0300 555 0333 (international: +44 121 245 3050)
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Referral to the SRA
If you are concerned that we haven’t adhered to the SRA Rules and Regulations you can report your concerns to the SRA:
Solicitors Regulation Authority
The Cube 199
Wharfside Street
Birmingham
B1 1RN
Telephone: 0370 606 2555 inside the UK or +44 (0)121 329 6800 from overseas
Email: report@sra.org.uk
Find out more about the SRA Rules and Regulations and how to report your concerns