Donna Sandall Family Law

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have 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 individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can access our full complaints procedure below. Making a complaint about a service issue will not affect how we handle your case. We will comply with our regulatory responsibilities at all times.

 

What to do if we cannot resolve your complaint

 

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

 

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 a final response to your complaint
  and

• No more than six years from the date of the act/omission; or

• No more than three years from when you should reasonably have known there was cause for complaint.

 

If you would like more information about the Legal Ombudsman please contact them:

 

Contact details

 

Visit www.legalombudsman.org.uk

 

Call 0300 555 0333 between 9am to 5pm

 

Email enquiries@legalombudsman.org.uk

 

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

 

 

The Solicitors Regulation Authority can help you if you are concerned about any non-service aspect of the firm. This includes any practice or regulatory issues, which you believe should be considered by the professional regulator of solicitors.

 

You can raise your concerns with the Solicitors Regulation Authority at www.sra.org.uk

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Our complaints policy

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We aim to offer transparency to all our clients. Our clients are advised in our initial client care letter of their right to complain and how to do so.

 

Policy Objective

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We aim to give clients a straightforward procedure to follow if they wish to make a complaint about the legal services that they have received from Donna Sandall Family Law.

 

Policy

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The following Complaints Procedure is available to clients upon request:

 

Complaints Procedure

 

We wish to hear from you if you are unhappy about any aspect of our service. Your views are important to us and help us to improve our standards.

 

Donna Sandall considers and will deal with any complaints. Her contact details are:

 

Donna Sandall

Room 30

The Darlington Arena

Neasham Road

Darlington

DL2 1DL

 

Tel: 01325 804751

Email: donna@donnasandallfamilylaw.co.uk

 

Upon receipt of any complaint from you, the following steps will be taken:

 

1. Donna will acknowledge receipt of your complaint in writing within 7 days.

2. Donna will then establish the details of your complaint. She may ask you for further details about your complaint at this stage.

3. Once Donna has received any information requested from you, she will investigate your complaint. She will aim to complete the investigation within 4-6 weeks.

4. If there will be any delay in the investigation, Donna will write to you and explain the reasons for the delay, she will also give you the best indication of the likely timescale to complete the investigation.

5. You may be invited to attend a meeting with Donna to discuss the matter, but there is no obligation upon you to attend.

6. Once Donna has completed her investigation, she will write to you with her conclusions.

7. If you are unhappy with the outcome of the investigation, you may make a complaint to the Legal Ombudsman, PO Box 6808, Wolverhampton, WV1 9WJ. Tel: 0300 555 0333 Email: enquiries@legalombudsman.org.uk

8. 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 a final response to your complaint

and

• ​No more than six years from the date of the act/omission; or

• No more than three years form when you should reasonably have known there was cause for complaint.

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