We want to give you the best possible service. Defank Solicitors is committed to providing a high standard of legal service to all our clients. 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 person who is working on your case to discuss your concerns and we will do our best to resolve any issues. However, if your concerns are still not resolved and you would like to make a formal complaint, a copy of our full written Complaints Policy and Procedure is available on request and can be obtained by completing the online enquiry form, call 0208 655 1197 or sending an email to info@defanksolicitors.co.uk.
We request that complaints are made in writing and addressed to: Defank Solicitors 92 Coldharbour Lane London SE5 9PU Telephone:0208 655 1197
Your complaint will be formally acknowledged, and the full complaint procedure will be explained to you.
Making a complaint will not affect how we handle your case.
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 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 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.