“I would like you to know how indebted I feel to you and your colleagues. The thoroughness and professionalism you showed over this period together with the humanity with which you engaged with me made an important contribution to my ability to cope. Thank you so much.”


Mr SD
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Complaints Procedure

SANSBURY DOUGLAS – COMPLAINTS PROCEDURE

Sansbury Douglas is committed to providing a high quality legal service to all its clients. If something goes wrong we wish to know about the problem and that knowledge will help us to maintain and improve our standards of service.

 

The Partner in charge of dealing with Complaints is Peter Richardson. He may be contacted at our 6 Unity Street office on 01179265341 or at prichardson@sansburydouglas.co.uk If your Complaint concerns Peter Richardson, then the Complaint will be dealt with by Judy Hampton who may be contacted at Unity St office on 01179265341 or at jhampton@sansburydouglas.co.uk

 

If you have a complaint please contact us with full details and the following provides guidance on how we will deal with the problem.

 

  • We will send you a letter acknowledging your complaint and will confirm the name of the person who will be dealing with the situation. Our letter will be sent within two working days of receiving your complaint.

 

  • Your complaint will be recorded in our central register and we will start to investigate the circumstances. As part of our investigations we may clarify matters by speaking with you.

 

  • The circumstances surrounding your complaint will be identified and we will contact you with the results of our investigations. We will write to you with the results within ten working days of sending our initial acknowledgement of your complaint.

 

  • If we have been unable to fully clarify the circumstances of your complaint within the ten working days we will write to you at the end of the ten days to confirm that our investigations are continuing.

 

  • Further updates will be sent to you at ten working day intervals until we are able to fully respond to your complaint. Once we have clarified the circumstances relating to your complaint we will provide a detailed written explanation.

 

  • If at that point you are still not satisfied, the complaint will progress to the next stage and be referred to a Senior Partner within the firm and the individual’s name will be supplied to you.

 

  • A further full review of the complaint will be undertaken by the Senior Partner and the outcome of that review will be supplied in writing to you.

 

If at this point we have been unable to resolve the problem between us then you can contact the Legal Ombudsman, the independent complaints handling body for the Law Society. Normally you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint.

 

The contact details are: Legal Ombudsman, PO Box 6806 Wolverhampton WV1 9WJ. By telephone at 0300 555 0333. Email enquiries@legalombudsman.org.uk

 

In the highly unlikely event that you are not happy about the way we have treated you, and you believe that we have lied to you or misled you or stolen from you or acted in a way which has breached our professional rules, then you can complain to the SRA (Solicitors Regulatory Authority).

 

They can be contacted using the following email address

 

contactcentre@sra.org.uk

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