Complaints Procedure Dixon Rigby Keogh Solicitors

1. Our Commitment

We are committed to providing a high-quality legal service to all our clients. If something goes wrong, we need you to tell us about it. This will help us to improve our standards and put things right.

2. How to Make a Complaint

You can raise a complaint in the following ways:

• In writing: 2 Watling St, Northwich, CW9 5EX or email: shraddha@drk-law.co.uk
• By telephone: 01606 481 11
• In person: At our offices by appointment

Please address your complaint to:

Shraddha Sawant Grindrod

Deputy COLP & Complaints Officer
Dixon Rigby Keogh Solicitors

If you require assistance in making your complaint (for example due to disability or language needs), please let us know and we will provide appropriate support.

3. What Happens Next

Step 1: Acknowledgment

We will acknowledge your complaint within 5 working days of receipt. We will also:

• Confirm who is handling your complaint
• Provide a copy of this procedure if you do not already have it

Step 2: Investigation

Your complaint will be investigated by:

• Shraddha Sawant Grindrod, Complaints Officer.

She will:

• Review your file and relevant documents
• Speak to the person who acted for you
• Contact you if further information is required

Step 3: Response

We will provide a full written response within 8 weeks of receiving your complaint. This will include:

• Our findings
• Any proposed resolution
• Details of any remedy (if appropriate), such as:
  • An apology
  • A reduction in fees
  • Corrective action

If we are unable to meet this timeframe, we will inform you and explain why.

4. If you remain dissatisfied with our initial response, you may request that your complaint is reviewed internally.

Your complaint will be escalated to:

• Sian Pursglove, our Director.

She will:

• Independently review your complaint, the investigation, and the outcome
• Consider any further information you wish to provide
• Make a final decision on behalf of the firm

We will write to you with our final internal response within [14–21] days of receiving your escalation request.

This concludes our internal complaints process. If you remain dissatisfied, you may refer the matter to the Legal Ombudsman as set out below.

5. If You Are Not Satisfied

If you are dissatisfied with our final response, or if 8 weeks have passed without a final response, you have the right to refer your complaint to:

The Legal Ombudsman

The Legal Ombudsman can investigate complaints about poor service.

Time limits:

• Within 6 months of our final response
• No more than 1 year from the date of the act/omission, or
• No more than 1 year from when you should reasonably have known there was cause for complaint

Contact details:

• Website: www.legalombudsman.org.uk
• Email: enquiries@legalombudsman.org.uk
• Telephone: 0300 555 0333
• Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

6. Complaints to the SRA

The Solicitors Regulation Authority (SRA) can help if you are concerned about:

• Dishonesty
• Fraud
• Serious misconduct
• Breach of SRA Standards and Regulations

You can report concerns to the SRA via:

• Website: www.sra.org.uk
• Telephone: 0370 606 2555

The SRA does not deal with complaints about service level—those should go to the Legal Ombudsman.

7. Costs Complaints

If your complaint relates to your bill:

• You may have the right to challenge it via the courts through a process called assessment of costs under Part III of the Solicitors Act 1974
• You may also raise cost concerns with the Legal Ombudsman as outlined above

8. Record Keeping

We will:

• Record all complaints centrally on our Complaints Register
• Review complaints regularly to improve our services

All complaints are handled in accordance with our regulatory obligations under the SRA Standards and Regulations.

9. Alternative Format / Accessibility

This procedure is available in alternative formats upon request (e.g., large print or audio). Please let us know your requirements.