At DQ, we aim to provide the highest standards of service to our clients and to operate our business to the professional standards which others affected by our conduct have the right to expect. Dealing effectively with any concerns is part of that service. If you believe our service to you as a client has fallen below these standards, we want you to raise the matter so that it can be thoroughly investigated and any necessary action taken to resolve it to your satisfaction.
Set out below are our procedures for dealing with any concerns. They apply only to our clients. Other parties to litigation or other dispute resolution procedures in which one of our clients is a party should usually raise the matter in the relevant proceedings.
In the first instance, please raise any concerns with the person responsible for the day-to-day conduct of the matter. Please provide us with full details of your concerns on the telephone, in writing or, if you prefer, at a meeting. We will take a careful note of your concerns and will investigate the matter.
We will do all we can to resolve the matter to your satisfaction. If we fail to do so, you may make a complaint which will be referred to the Chief Operating Officer, Mr Paul Blake.
We will acknowledge your complaint within 3 working days and provide a substantive response within 14 working days. We may ask to meet with you if it appears that this may help resolve your concerns.
Most complaints will be resolved within these procedures, but if you remain dissatisfied, your complaint will be referred to a Director of the firm for review.
At each stage, we will do our best to:-
- investigate your concerns thoroughly;
- ensure that any necessary remedial action is taken as quickly as possible; and
- keep you informed throughout of the progress and result of our investigation and the action being taken.
You may be asked to confirm in writing if the complaint has been satisfactorily resolved.