Complaints policy for clients

At Digby Brown we are committed to providing high-quality legal advice and excellent client care. This commitment extends to dealing any complaints promptly and efficiently and our complaints process allows us to do this.

  1. In the first instance any complaint should be addressed directly to your solicitor. You should provide a clear outline of the complaint you are making. This should include, if possible, the date on which the action giving rise to the complaint occurred.
  2. Your solicitor will escalate your complaint to his/her supervisor and will bring the complaint to the attention of the Client Relations Manager. Depending on the nature of the complaint, it will be dealt with either by your solicitor’s supervisor or the Client Relations Manager.
  3. If your complaint is dealt with by your solicitor’s supervisor and you are dissatisfied with the response you receive, you should ask for the matter to be referred to the Client Relations Manager. Our Client Relations Manager is: Robert Kernaghan, Digby Brown, 2nd Floor Endeavour House, 1 Greenmarket, Dundee, DD1 4QB, email: [email protected] Telephone: 01382 205917.
  4. You should receive a response in writing to acknowledge your complaint within 7 days. In many cases the response will resolve the issues and the complaint process will end with a further letter confirming the outcome. If the complaint requires further investigation or involves matters of a complex nature, the response will set out the timescale within which a final response will be provided. In all cases, a final response ought to be provided within 28 days.
  5. Generally, complaints which are dealt with by the Client Relations Manager will be resolved in writing.
  6. The matter will be finalised with a resolution of complaint letter.  This will either set out the details of the complaint and the agreed resolution or will set out Digby Brown’s response to the complaint and detail any steps taken to try and resolve matters. That letter will attempt to narrow down the issues outstanding in relation to the complaint as far as possible.
  7. If the matter remains unresolved, the final letter will provide contact details for the Scottish Legal Complaints Commission (SLCC).