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 service to you.
1. How to make a complaint
- If you have a complaint, you should initially raise any concerns with the person dealing with your case.
- If the complaint cannot be resolved, you should contact your Client Care Director (details are provided in the engagement letter sent to you at the outset of the matter) by email or telephone.
- If that doesn’t resolve the issue, you can contact our Complaints Manager in writing.
- To help us to understand your complaint, and in order that we do not miss anything, please confirm:
- your full name and contact details;
- what you think we have got wrong;
- how you would like your complaint to be resolved; and
- your file reference number (if you have it).
- If you require any help in making your complaint, please contact the Complaints Manager.
- The Complaints Manager’s contact details are: Vandana Dass email address: dass@davenportsolicitors.com or by phone: 02079036889
2. How your complaint will be dealt with
- We will acknowledge any written complaint within 2 working days of receipt. We may ask you to confirm or explain any details. Your complaint will then be investigated by the Complaints Manager. You will not be charged for our time spent in investigating and responding to your complaint.
- We usually aim to complete investigations within 21 days but it may take longer, especially if files have been archived or are particularly complex. We will aim to conclude our investigation within 8 weeks of your complaint being made.
- We are keen to resolve any complaint and learn any lessons where we have fallen below the high standards we expect.
- The Complaints Manager will write to you confirming the reasons for the outcome of the complaint.
3. What happens if you do not agree with our conclusion about your complaint?
Alternative dispute resolution (ADR) bodies exist, which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. In our experience we are usually able to resolve the limited number of complaints we receive without an ADR process. If we are unable to do so the Legal Ombudsman is available (see paragraph 4 below). Accordingly we are not generally prepared to agree to the use of an ADR process.
4. The Legal Ombudsman
- If you wish to complain further, you may be able to refer your complaint to the independent Legal Ombudsman. You should do so as soon as possible after our final communication to you about your complaint. The Legal Ombudsman generally expects consumers to exhaust the law firm’s complaints process before referring a complaint to it.
- The Legal Ombudsman’s website is legalombudsman.org.uk and contains information including the criteria for accepting a complaint (broadly, only from individuals and small businesses, charities and similar organisations) and time limits — the Legal Ombudsman will accept a complaint within 1 year from the date of the act or omission about which you are concerned or within 1 year from when you should have known about the complaint.
- The Legal Ombudsman’s contact details are:
PO Box 6806
Wolverhampton
WV1 9WJ
Telephone number: 0300 555 0333
Email enquiries should be sent to: enquiries@legalombudsman.org.uk
5. The Solicitors Regulation Authority
Information relating to reporting concerns about an individual or a firm to the Solicitors Regulation Authority (SRA) is available on the SRA website: https://www.sra.org.uk/consumers/problems/report-solicitor/. Please note that the SRA does not deal with complaints about poor service. Further information is available here, and they may be contacted at:
Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham
B1 1RN
Telephone number: 0370 606 2555
Procedure last reviewed and updated January 2026
