Regulatory Information

Trusted Family-Run Solicitors

Regulatory Information

Davenport & Scott Solicitors Limited is authorised and regulated by the Solicitors Regulation Authority in the UK – SRA number 158977. Our professional rules can be found at the following link:

Complaints Procedure

Davenport & Scott Solicitors Limited is 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 standards. Whenever possible, please raise any initial client care problems with the person acting on your matter to give them the opportunity of resolving matters with you. Often matters can be quickly resolved in this way.

Making a Complaint

If you have a concern or a complaint that has not been dealt with to your satisfaction by the person handling your case or their supervising partner, please contact us as soon as you are aware of the problem so this can be addressed, using any of the following contacts:

What Will Happen Next?

1. We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, enclosing a copy of this procedure.

2. We will investigate your complaint. This will normally involve passing your complaint to Nicholas Davenport who will review your matter file and speak to the member of staff who acted for you.

3. Nicholas will invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.

4. Within three days of the meeting, Nicholas will write to you to confirm what took place and any solutions he has agreed with you.

5. If you do not want a meeting or it is not possible, Nicholas will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another employee to review the decision.

7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint, and explaining our reasons.

8. If you are still not satisfied, you can ask the Legal Ombudsman to consider your complaint. We sincerely hope that does not become necessary and that we can resolve matters between ourselves.

The Legal Ombudsman’s contact details are:

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint and within the following timescales:

  • Six Years from the Date of the Act or Omission about Which You Are Complaining Occurring; or
  • Three Years from the Date You Should Reasonably Have Known There Were Grounds for Complaint

If we have to change any of the timescales above, we will let you know and explain why.

Complaints in relation to Bills

The complaints procedure above also applies to complaints arising concerning our bill. There may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974; the Legal Ombudsman may not consider a complaint about a bill if you have applied to the court for assessment of that bill.

Need to Know More?

Our solicitors are more than happy to answer any further enquiries about our services.

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