At Davenport Solicitors, we aim to provide a high-quality legal service at all times. However, if you have concerns or are unhappy with any aspect of our service, we encourage you to contact us so that we can address and resolve your concerns promptly and effectively.
1. How to raise a complaint
Step 1: Contact your caseworker
In the first instance, it may be helpful to speak directly with the person handling your matter. Many concerns can be resolved quickly through a direct discussion.
Step 2: Escalation to the Managing Director
If your complaint is not resolved, please contact our Managing Director, Vandana Dass, at v.dass@davenportsolicitors.com She will review your concerns and provide a final written response. We aim to acknowledge all complaints within 2 working days and provide a full response within 20 working days. If more time is needed, we will explain the delay and provide a revised timeline.
2. Types of complaints
We handle two main types of complaints:
3. Internal complaints process
Our internal complaints and dispute resolution procedure ensures that complaints are resolved fairly, quickly, and effectively. Details of this process are summarised in your Client Care Letter and set out in full in our Terms of Business, which you can request at any time from your caseworker.
4. Escalation to external bodies
If we are unable to resolve your complaint to your satisfaction through our internal procedure, you may have the right to escalate it externally:
a) Legal Ombudsman
The Legal Ombudsman is an independent body that considers complaints about legal services. Complaints must be submitted within:
Six months of receiving our final response, and One year from the date of the act, omission, or when you should reasonably have known there was cause for complaint. Further information can be found on their website: www.legalombudsman.org.uk
Contact details:
Legal Ombudsman
PO Box 6806
Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
b) Solicitors Regulation Authority (SRA)
If your complaint concerns conduct or behaviour, you may contact the SRA. Examples include dishonesty, misappropriation of funds, or other breaches of professional standards.
SRA contact details:
Website: www.sra.org.uk
Telephone: 0370 606 2555
Email: enquiries@sra.org.uk
5. Commitment to clients
We take all complaints seriously and view them as an opportunity to improve our service. Our goal is to ensure that all clients feel heard, supported, and confident in our ability to provide professional, efficient, and high-quality legal services.
Updated August 2025
