Complaints Policy: Guidance for Clients

We are committed to providing a high quality service for all of our clients. We appreciate that sometimes mistakes happen and we fail to meet your expectations, which is why feedback from you is vital to improving our service.

If you wish to make a complaint about our service, please get in touch and we will aim to address your issues promptly, fairly and free of charge. Please provide details of your complaint to our Complaints Manager, Philip Bigelow.

You can contact him by email at: complaints@driscollkingston.co.uk or by post, by addressing your letter to:

What happens next?

Once we have received your complaint, we will send an acknowledgement of your submission within two working days, confirming the issues you have raised. We may ask for further details from you to make a thorough and fair assessment of your case.

We will then conduct a detailed review of your file in response to your comments. Following this we will produce a full response with proposed solutions with the aim to conclude the matter within 8 weeks from the complaint being raised. If your matter is urgent and requires a quicker response, please make this known and we will try to accommodate an appropriate deadline.

What if my complaint is not resolved?

If you are not satisfied with our response, after 8 weeks from your initial complaint you have the right to escalate your concerns to the Legal Ombudsman, which investigates issues of legal service such as communication, advice or legal fees.

Full details of the Legal Ombudsman complaints procedure can be found here: https://www.legalombudsman.org.uk/how-to-complain/

If your complaint relates to our conduct, such as allegations of dishonesty or fraud, you may escalate your concerns through our regulator, the Solicitors Regulation Authority.

Full details on how to report a firm to the SRA can be found here: https://www.sra.org.uk/consumers/problems/report-solicitor