Complaints Procedure

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure detailed below. Making a complaint will not affect how we manage your case.

If you have a complaint, please contact us with the details. You can contact us by email to a.robertson@dklm.co.uk, by letter addressed to our Operations Director, or by phone to our switchboard 020 7549 7888 and asking to speak to the Operations Director. Our address can be found on any email or letter you have received from us.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three working days of us receiving the complaint, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our Operations Director, who will review your matter file and speak to the member of staff who acted for you.
3. If appropriate, the Operations Director will then invite you to a meeting to discuss and hopefully resolve your complaint. We aim to do this within fourteen working days of sending you the acknowledgement letter. Within five working days of the meeting, the Operations Director will write to you to confirm what took place and any solutions he has agreed with you.
4. If a meeting is not appropriate or needed the Operations Director will send you a detailed written reply to your complaint, including his suggestions for resolving the matter. We aim to do this within twenty-one working days of sending you the acknowledgement letter.
5. At this stage, if you are still not satisfied, you should contact us again as soon as possible and we will arrange for the Managing Partner to review the decision. If the complaint is in relation to the Managing Partner, then the review will be referred to another Partner.
6. We aim to write to you within fourteen working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.  
7. We have a total of 8 weeks to resolve your complaint. If we need to change this or any of the timescales above, we will let you know and explain why.

What to do if we cannot resolve your complaint