Complaints

The majority of our clients are very happy with the service we provide them.  In the unfortunate event that you have any cause for concern, including about a bill that you have received from us, then you are entitled to make a complaint. 

We take all feedback from clients seriously and have a written complaints policy and procedure.  A copy of that policy and procedure is available upon request.

The majority of our clients are very happy with the service we provide them.  In the unfortunate event that you have any cause for concern, including about a bill that you have received from us, then you are entitled to make a complaint.

We take all feedback from clients seriously and have a written complaints policy and procedure.  A copy of that policy and procedure is available upon request.

You can make a complaint by contacting our designated Complaints Manager, Dominic Cassidy, who is a Solicitor and Partner with Paul Dodds Law.  Dominic’s email address is dominic.cassidy@pauldodds.co.uk but you can also contact any other member of staff in person, by telephone or by email and they will be able assist you.

We are usually able to deal with any concerns that you have promptly and to your satisfaction but if this is not the case then you may be able to make a complaint to the independent Legal Ombudsman.

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

You should also be aware that if your complaint relates to a bill and that bill is being assessed by the court then the Legal Ombudsman will not consider your complaint while that assessment is taking place.

Ordinarily, you cannot use the Legal Ombudsman unless you have first used our internal complaints handling procedure but you can use the Legal Ombudsman if:

  • The complaint has not been resolved to your satisfaction within 8 weeks of first making the compliant to us; or
  • The Ombudsman considers that there are exceptional reasons to consider the complaint sooner, or, without it having been made to us first; or
  • Where the Ombudsman considers that in-house resolution is not possible due to irretrievable breakdown in the relationship between you and us.

The Legal Ombudsman’s contact details are:

Address:  PO Box 6167, Slough, SL1 0EH

Telephone:  0300 555 0333 (minicom 0300 555 1777)

Email:  enquiries@legalombudsman.org.uk

Website:  www.legalombudsman.org.uk

In order to complain to the Legal Ombudsman you must be one of the following:

  • An individual
  • A micro-enterprise as defined in European Recommendation 2003/361/EC of 6 May 2003 (broadly, an enterprise with fewer than 10 staff and a turnover or balance sheet value not exceeding €2 million);
  • A charity with an annual income less than £1 million;
  • A club, association or society with an annual income less than £1 million;
  • A trustee of a trust with a net asset value less than £1 million; or a personal representative or the residuary beneficiaries of an estate where a person with a complaint died before referring it to the Legal Ombudsman.

If you are not one of the above then you should be aware that you can only obtain redress by using our complaints procedure or by mediation or arbitration, or by acting through the courts.

You can also complain to the Solicitors Regulation Authority.

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Just like you we appreciate quality service and value for money. We give both. Like any business we sell a product and that product is our knowledge, our expertise and our time. You can relax knowing we will offer you fixed fees for the work we undertake, we will always discuss fees at your first consultation. We believe the best recommendation that we can have is a satisfied client. Your recommendation means everything to us.

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