Phone:01895 612400; 01895 621777
Email:info@allsopdurnllp.co.uk
We are authorised and regulated by the Solicitors Regulation Authority (SRA). We are committed to providing high-quality legal advice and client care. If you feel there is any aspect of our service, billing, or conduct that you are dissatisfied with, we encourage you to inform us promptly so that we can resolve the issue.
Our complaints process involves the following steps:
We are committed to high quality legal advice and client care and are keen to resolve any concerns as soon as possible and in order to do this, will follow our complaints process.
We will endeavour to handle your complaint promptly, fairly and free of charge.
The Process sets out how we will deal with your complaint and how long it is likely to take. It also provides you with important information about what you can do in the event you are not happy with the way in which we have dealt with your complaint or about our final decision.
If you have a concern, please contact the fee earner responsible for your matter or their Head of Department. Their contact details are included in the correspondence and documents we have sent you. Alternatively, contact our reception at 01895 612400, and we will direct you to the appropriate person. We aim to resolve issues at this stage promptly and informally.
If your issue is not resolved, please submit a formal complaint to our Complaints Partner, Helen Torresi. Provide full details of your concerns in writing to:
Helen Torresi
17 King Edwards Road, Ruislip, Middlesex, HA4 7AE
Email: htorresi@allsopdurnllp.co.uk
Telephone: 01895 612400
If your complaint involves Helen Torresi, please contact:
David Durn
17 King Edwards Road, Ruislip, Middlesex, HA4 7AE
Email: ddurn@allsopdurnllp.co.uk
Telephone: 01895 621400
We will acknowledge your complaint within seven working days and provide an explanation of the next steps.
The Complaints Partner (or a designated representative) will investigate your complaint by reviewing the matter file and speaking with the relevant staff member. We will provide a full written response within 28 days. If additional time is required, we will notify you with an explanation and a revised timeframe.
If you remain dissatisfied, you may request a review by another partner unconnected to the matter to review the decision. This partner will respond within 14 working days with the firm’s final position.
If we are unable to resolve your complaint within eight weeks, or you remain dissatisfied after receiving our final response, you can refer your complaint to the Legal Ombudsman.
The Legal Ombudsman accepts complaints that meet the following criteria:
Contact details for the Legal Ombudsman:
If your concerns relate to dishonesty, ethics, or professional misconduct, you can contact the SRA. Please note that the SRA does not handle complaints about service quality. For further information, visit:
www.sra.org.uk/consumers/problems/report-solicitor
If your complaint concerns a breach of data protection or personal data rights, you may contact our Data Protection Manager, Helen Torresi, at htorresi@allsopdurnllp.co.uk or write to her at:
Helen Torresi
17 King Edwards Road, Ruislip, Middlesex, HA4 7AE
In cases involving data breaches, we will assess whether a report to the ICO is required. You can also contact the ICO directly for further guidance:
Telephone: 01895 612400
Email: www.ico.org.uk/concerns
If your complaint concerns the conduct of a Chartered Legal Executive, CILEx practitioner or CILEx member, you can contact CILEx Regulation. For more information, visit: www.cilexregulation.org.uk/complaints
Complaints about poor service should instead be directed to the Legal Ombudsman as directed above.
We are committed to resolving complaints fairly, promptly, and transparently. If you have any questions about this procedure, please do not hesitate to contact us.