Complaints Policy

Even in the best-run businesses problems occur from time to time. We believe that the effect of problems can be minimised if those involved communicate at an early stage.  The first step if you believe there is a problem is to tell us, as we may be unaware of it. The next step is to discuss it, as a quick and economical solution can often be found if a problem is dealt with early enough.

If there is any aspect of our service or our fees with which you are unhappy, then you should advise Kirsty Claridge in person, by telephone or email or in writing using the contact details on our letterhead as soon as possible, advising the issue at hand, and we will do everything we can to resolve it. If it has not been possible to resolve things satisfactorily in this way, please write to us detailing the specific reasons for your complaint and it will be properly investigated. A response will usually be issued within 7 days, or if this is not possible, then it will be acknowledged within 7 days and a full response issued within 28 days.

If the complaint is not resolved, or you have not received a response within 8 weeks, you can refer a service complaint to the Legal Ombudsman as the provider of the statutory complaints scheme for service complaints. Such complaints relate to the quality of the service you have received and include allegations about delay, failure to provide case progress updates to clients, or issues relating to fees and costs. The Legal Ombudsman can be contacted on 0300 555 0333, or you can email them at enquiries@legalombudsman.org.uk or write to them at PO Box 6806 Wolverhampton WV1 9WJ. Complaints must be referred to the Ombudsman within 6 months of the date of our final written response on your complaint. A complaint must be made to the Legal Ombudsman within 6 years from the date of the act or omission in question or within 3 years from when you should reasonably have known there was a cause for complaint.

Please note that our regulators, The Council for Licenced Conveyancers (CLC) does not operate a general complaints service about CLC regulated persons (us). The CLC can only investigate complaints about the professional conduct of a CLC regulated person/practice. They do not have power to award compensation for poor service or to reduce or refund your legal fees. If you wish to complain about the conduct of a CLC Regulated practice please contact https://www.clc-uk.org/consumers/reporting-problems/?utm_source=MortFinOct&utm_medium=&utm_term=&utm_content=&utm_campaign=

Alternative dispute resolution bodies (such as ProMediate (UK) Limited) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.  We do agree to use ProMediate (UK) Limited of Brow Farm Top Road, Frodsham, WA6 6SP and the timescale for contacting them is twelve months.

Accreditations

Testimonials

It is never an easy decision to make a Will and as a single parent I knew I had to do it, as I am certainly not getting any younger and had been meaning to do this for the last ten years and had not ever quite got around to doing it. One of the reasons was that I wanted someone I trusted to help me and I had looked at different solicitors  etc., but it seemed rather daunting. Then I met Kirsty, who with her friendly professionalism, explained everything  so clearly, it seemed obvious to choose The Deans Legal Services to write my Will. I am so glad I did! Throughout  the whole process…

AG, Woodingdean

Professional, personable and great value. Was dreading doing our will but Kirsty made the whole process pleasurable. Would recommend without hesitation ?

AF, Rottingdean

We used Deans legal services for our wills recently. I was really dreading doing a will as it’s a very difficult subject to talk about. As parents though we wanted to make sure our children would be looked after if anything did happen to us. Kirsty made the whole experience much easier than I thought. She put us both at ease and explained everything very simply. Very efficient and swift in drawing up the wills. Great communication and an overall enjoyable experience.

TL, Rottingdean