Complaints Policy

DLS aims to resolve any expression of dissatisfaction as quickly as possible to restore the relationship and promote satisfaction in those using our services. Where a complaint is upheld, we learn from it to improve staff development and delivery of our services.

We publicise our complaints procedure on our website and provide all service users with information about how to complain.

Where a formal complaint is raised, our policy is that it should be investigated fairly and in compliance with relevant regulatory and quality requirements.

If you are dissatisfied

Please raise any issue with the person you are dealing with. This will allow us to address your concern promptly and resolve the issue without the need to use our formal complaints procedure.

If the issue is not resolved to your satisfaction, you may raise the issue with our Chief Executive.

If your complaint is about the Chief Executive, it will be passed to a Trustee.

You will receive an acknowledgement within two working days. We aim to investigate and respond to complaints within 8 weeks.

We hope you will be satisfied with the outcome of the investigation; but if you are not, and your complaint relates to a solicitor, or someone supervised by a solicitor, you will have the right to make a further complaint to the Legal Ombudsman and/or may be able to complain to the Solicitors Regulation Authority. We will provide further information where this applies.

If you think we have not handled your personal data correctly, you may complain to the Information Commissioner’s Office at www.ico.org.uk.