We strive to provide our clients with the best possible service and hope that you will never have reason to complain about our service or charges. However, if at any point you become unhappy or concerned about the services you have received, please bring it to our attention so that we can do our best to resolve the problem for you. Complaints are dealt with promptly and fairly and no charge will be made for the time taken in reviewing and resolving a complaint.
In the first instance it may be helpful to contact the partner who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint then you can access our full complaints procedure.
We appreciate all feedback as it helps us improve our services.
How to Complain
If you have a complaint about our services or charges, please contact Heather Williams, ideally in writing using the details below:
Email: [email protected]
Post: Daneel Williams LLP, Calls Wharf, 2 The Calls, Leeds, LS2 7JU, United Kingdom
Telephone: +44 113 526 3360
If you have a complaint relating to the handling of your personal data, please contact [email protected] in the first instance. You also have the right to complain to the Information Commissioner’s Office regarding issues relating to data protection, who can be contacted at https://ico.org.uk.
Our Process
We will acknowledge receipt of a complaint in writing within 2 working days and if further information is required, contact you to arrange a call to discuss or request that you provide further information. Details of the complaint will be recorded internally.
We will investigate your complaint and when providing our response, outline the steps we have taken and any documents that have been reviewed, so that it is clear how we have reached a decision.
We will endeavour to respond to all complaints within 14 working days of our acknowledgement. If it is not possible to provide our findings within this timeframe, we will write to you and explain the reasons for any delay and provide an indication of when you can expect to receive a response. In accordance with our professional rules, we will resolve a complaint within 8 weeks from the date the complaint was received.
If the complaint remains unresolved to your satisfaction, we request that you let us know by email, post or telephone and a different partner will review the complaint and if appropriate arrange a further call to discuss before issuing their findings to your complaint.
Your right to Complain to the Legal Ombudsman
If we are unable to internally resolve the complaint to your satisfaction, we will explain our reasons in our final response and you can choose to have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about poor service from legal service providers.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should have realised that there was cause for complaint; and
- In either case, within six months of receiving our final response to your complaint.
If you would like more information about the Legal Ombudsman, please contact them using the details below:
Email: [email protected]
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Telephone from UK: +44 300 555 0333
Telephone from overseas: +44 121 245 3050 Website: www.legalombudsman.org.uk