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Resolving complaints

At D&A we aim to provide high quality advice and excellent client care.

However, we recognise that on occasions, things can go wrong. To raise a concern or to make a complaint
regarding the service provided or our bill please in the first instance raise it with your client director either in
person, by telephone or by writing to us. Any complaint must be made within one year of either the issue arising
or the time by which you should reasonably have become aware of the issue.

We shall investigate your complaint promptly and carefully and do what we reasonably can to resolve the issue
and to reach a satisfactory solution with you. We have a complaints procedure in place, which details how we
handle complaints, a copy of which is available on request.

If you are still not satisfied, please ask to have the matter reviewed, if appropriate, by Punam Deepak or another
suitable director.

You are entitled to refer your complaint to the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ
(telephone – 0300 555 0333, email – Normally, you will need to bring a
complaint to the Legal Ombudsman within six months of receiving a final written response from us about your
complaint. Please note that the time limits for the Legal Ombudsman accepting a complaint are:
· six years from the date of the issue; or
· three years from when you should have known about the issue.

If your complaint is in relation to our bill then there may also be a right to object to the bill by applying to the
Court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not
consider a complaint about our bill if you have applied to the Court for assessment of the bill. Please note that if
all or part of our bill remains unpaid we reserve the right to charge interest.

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