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Complaints procedure

We aim to provide a high-quality service in all respects. If at any point you become unhappy or concerned about the service we have provided then please inform us so we can do our best to resolve the problem.

How to raise a complaint

In the first instance please contact your usual point of contact at the firm to discuss your concerns. We will do our best to resolve any issues at this stage. If you would like to make a formal complaint, please contact our director Nicholas Davenport in writing — by post to Lancaster House, Lake Road, Ambleside, Cumbria, LA22 0AD, or by email to info@davenport-scott.co.uk.

How we will handle your complaint

  1. We will acknowledge your complaint within five working days of receipt.
  2. We will review your file and any relevant documents.
  3. Nicholas Davenport will investigate the complaint personally.
  4. We may invite you to a meeting to discuss the matter, in person or by telephone, if that would be helpful.
  5. We will write to you with our findings and any proposed resolution.
  6. If you remain dissatisfied with our response, we will arrange a further review by an alternative person within the firm where possible.
  7. We will write to you again with the outcome of that review.
  8. If the matter remains unresolved, you may take it to the Legal Ombudsman.

The Legal Ombudsman

If you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman to consider it.

Ordinarily you can refer your complaint to the Legal Ombudsman up to six months from the date of our final written response. A complaint to the Legal Ombudsman must usually be made within six years of the act or omission about which you are complaining, or within three years of when you should reasonably have known there was cause for complaint.

The Solicitors Regulation Authority

The Legal Ombudsman deals with complaints about the service you have received. If your complaint relates to a breach of the SRA Standards and Regulations — for example, concerns about ethics or professional conduct — you can raise this with the Solicitors Regulation Authority. Details are at www.sra.org.uk.