Complaints Policy

ADN LAW is committed to providing excellent client care. You are entitled to expect the best possible service from us and we invite you to tell us if we fall short of your expectations so that we may make any necessary improvements.

Our objectives following receiving a complaint

  1. To fully understand the nature and details of the complaint.
  2. Investigate the complaint.
  3. To find a satisfactory resolution to the complaint
  4. Implement any learning to improve the service that we offer to all our clients.

Making a complaint

If you have any concerns, please raise these promptly so that we may have the opportunity to address these and put matters right. Please contact the person managing your matter or if you do not feel comfortable about raising the matter with them, you should telephone or email Ms. Dipti Shah.

Wherever possible we will seek to resolve the problem quickly and informally. If this is not possible or the complaint is of a more serious nature, the following written complaints procedure may be used.

Written Complaints Procedure

This procedure may be used for any complaint about our service including complaints about our charges though in most cases, our agreed costs will be agreed fixed fees. You should normally lodge your complaint within 6 months of the action or issue about which you are complaining. If you have a complaint, please write to us setting out fully your concerns. Your complaint should be marked for the attention of Ms. Dipti Shah and sent by email to: dipti.shah@adnlaw.co.uk.  We will then investigate your complaint in accordance with the following procedure.

  1. Within 3 working days of receipt of your complaint, we will send you a letter or email acknowledging your complaint and letting you know the name of the person who will be dealing with it. This will normally be Ms. Dipti Shah but if the complaint is about her and she feels she cannot handle your complaint objectively, she may refer the complaint to an independent external person to investigate. The external person will be another solicitor or a professionally qualified individual. References to `we’ below includes reference to any appointed external investigator.
  2. Where appropriate we will confirm what we understand your complaint to be so that we can address your issues satisfactorily. We will then initiate an investigation into your complaint.
  3. Normally within 14 days of acknowledging your complaint, we will write to you setting out our response to your complaint which, hopefully, will resolve the matter.
  4. If for any reason the investigation of your complaint has not been concluded within 14 days, due for example to the absence of a relevant individual on annual leave, we will write to you to advise of progress in the investigation, explain the delay, and to give you a proposed revised timescale for responding.
  5. If having received our written response to your complaint you are still not satisfied, you can write to us again setting out your reasons. You should do this within 5 working days of receiving our response. We will then arrange to review our decision and invite you to attend a meeting with Ms. Dipti Shah or the third party appointed external investigator as above.
  6. We will let you know the result of the review within 14 days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons.
  7. If you are still not satisfied, you can then contact the Legal Ombudsman by telephoning 0300 555 0333 or writing to them at PO Box 6806 Wolverhampton WV1 9WJ or by email to enquiries@legalombudsman.org.uk about your complaint. Normally you must do this within six months of receiving a final written response from us. For further information please view their website www.legalombudsman.org.uk
  8. The Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for assessment of that bill.

Further information

If we have to change any of the timescales above, we will let you know in advance as far as this is possible, and explain why. Equally, if you need more time to consider our investigation outcome, our policy is to be sympathetically provided the request is made in advance. If we are taking any action or introducing any changes as a result of your complaint, we will inform you of our proposals. We will do our best to learn from your complaint.

For the avoidance of any doubt, the complaints handling procedure is a free service to clients. No charge will be made to you for making a complaint or for anything done in accordance with this procedure.