Legal Notices & Complaints Procedure

Dwyers Solicitors practice at 176 Stamford Street, Ashton-under-Lyne, Lancashire, OL6 7LR and are authorised and regulated by the Solicitors Regulation Authority.

Professional Indemnity Insurance

We have professional indemnity insurance in accordance with the Solicitors Regulation Authority requirements.

Email Policy

Emails are confidential and legally privileged and are intended only for the addressee.  If you receive any messages in error, please return them to us and delete your copy.  Any disclosure of any email or attachment received in error, is strictly prohibited.

We cannot guarantee the security of any message or any attachments and will not be responsible for any damage arising as a result of any email you receive from us.  It is your responsibility to have appropriate virus software.

Please note that all Dwyers email addresses end with … @dwyers.net.  Please be careful responding to any email which you regard as suspicious.  If you do receive an email which you think looks suspicious, please contact us directly by telephone to verify the authenticity of the email.

It is a common scam that clients are tricked into sending monies into a fraudster account.  Please note, we will not send notification of any changes to our banking details by email.  Please contact us immediately, directly by telephone, if you have any concerns in this respect.

Complaints Policy

We are committed to providing a high quality legal service to all our clients.

However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately so that we can do our best to resolve the problem.

In the first instance, it would be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.

If however, you wish to proceed with a formal complaint, please refer to our Complaints Procedure below:-

Complaints Procedure

1. We will send you a letter acknowledging receipt of your complaint within 3 days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally, unless inappropriate to do so, involve passing your complaint to our Client Care Partner, Mr Stephen Cordon, who will review your file and speak to the member of staff who acted for you.
3. Mr Stephen Cordon (or where appropriate, another senior member of staff) may then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
4. Within 7 days of the meeting, Mr Cordon (or where appropriate, another senior member of staff) will write to you to confirm what took place and any solutions he has agreed with you.
5. If you do not want a meeting or it is not practicable, Stephen Cordon will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for either Michael Allweis or Amanda Reed, Partners, to review his decision.
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If you are still not satisfied, you can then contact the

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

about your complaint.  Normally, you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint. The time limits for referring a complaint to the Legal Ombudsman will be no later than one year from the date of the act or omission being complained about; or one year from the date when the complainant should have realised that there was cause for complaint. For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk

The Solicitors Regulation Authority can help you if you are concerned about our behaviour.  This could be for things like dishonesty, taking or losing your money or treating your unfairly because of your age, a disability or other characteristic.

The Solicitors Regulation Authority can be contacted

• By post to SRA Report, The Cube,199 Wharfside St, Birmingham, B1 1RN
• By Telephone 0370 606 2555
• By email at report@sra.org.uk
• https://www.sra.org.uk/consumers/problems/report-solicitor/