Complaint Procedure for Abigail Daykin Solicitors

 

1. Introduction

This procedure outlines how clients can raise complaints regarding services provided by Abigail Daykin Solicitors. We value your feedback and are committed to resolving any issues promptly and fairly. 

 

2. How to Make a Complaint

Clients can submit a complaint in the following ways:

 

Written Complaint: Please provide a written description of your complaint, including any relevant details and supporting documents. You can send your complaint via email to advice@abigaildaykin.co.uk or by post to: 

Abigail Daykin Solicitors  

Millennium House

30 Whistley Road 

Potterne

Devizes 

SN10 5QY

 

Verbal Complaint: Clients may also raise concerns directly during an appointment or by phone. Please call 01380 864046 to discuss your issue.

 

3. Information to Include

When making a complaint, please include the following information

:- Your name and contact information

- A clear description of the issue

- Relevant dates and events

- Any supporting documents

 

4. Acknowledgment

Upon receiving your complaint, you will receive an acknowledgment within 7 days. This acknowledgment will include details on the next steps and an estimated timeframe for a response.

 

5. Investigation

Complaints will be investigated thoroughly and fairly. This may involve reviewing case files, and gathering any necessary information.

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6. Response

You will receive a written response within 28 days from the date your complaint was acknowledged. The response will include:

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- A summary of the findings

- Any actions taken or proposed to resolve the issue

- Information on further steps if you remain dissatisfied

 

7. Appeal Process

​If you are not satisfied with the response to your complaint, you may appeal the decision. Please submit your appeal in writing, detailing your reasons for dissatisfaction, within 28 days of receiving the initial response.

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8. Escalation

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We want to give you the best possible service but in the unlikely event that we are unable to resolve your complaint ourselves, the Legal Ombudsman can help.​​ They will look at your complaint independently and it will not affect how we handle your case.

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Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

• Within six months of receiving our final response to your complaint

and

• No more than one year from the date of the act or omission being complained about; or

• No more than one year from the date when you should reasonably have known that there was cause for complaint.

For more information contact the Legal Ombudsman.

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What to do if you are unhappy with our behaviour-

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The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

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9. Confidentiality

All complaints will be handled with the utmost confidentiality. Your personal information will be protected in accordance with data protection laws.

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10. Review of Procedure

This complaint procedure will be reviewed periodically to ensure it remains effective and compliant with legal standards.