Our complaints procedure

If you have a complaint, please write to us with the full details of your complaint so that this can be fully investigated.

Please address your letter to Mrs Vanessa Dugdale at Vanessa Dugdale Family Solicitor, 2 The Old Print Works, 85B High Street, Lymington, Hampshire, SO41 9AN or via email to vanessa@vanessadugdalesolicitor.co.uk.  Alternatively, please telephone 01590 688919.

Making a complaint will not affect how we handle your case, and we will not charge you for dealing with a complaint.

We will acknowledge your complaint in writing within 48 hours of receipt and after investigating the complaint we will send you a detailed written response within 21 days.  We may invite you to a meeting to discuss your complaint. We will write to you within 10 days of the meeting to confirm what was discussed including any proposed or agreed steps to resolve matters.

Legal Ombudsman

If we cannot resolve your complaint, the Legal Ombudsman can help you. They will look at your complaint independently and it will not affect how we handle your case. 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: within six months of receiving a final response to your complaint and no more than six years from the date of act/omission or no more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details Visit: www.legalombudsman.org.uk Call: 0300 555 0333 between 9.00 to 17.00. Email: enquiries@legalombudsman.org.uk Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Solicitors Regulation Authority

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.  Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

Contact details Visit:  Solicitors Regulation Authority.  Or Call: 0370 606 2555 Email: contactcentre@sra.org.uk  Address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN