At DWT Legal we are committed to providing you with the highest standards of service and offer you our personal service guarantee. This means that:

• We will represent your interests to the very best of our ability and keep your business confidential
• We will explain the legal work which may be required and the prospect of a successful outcome
• We will make sure that you understand the potential legal and cost implications of any work undertaken by us on your behalf.
• We will advise what means of funding the legal work may be available to you, including no win no fee and legal aid if applicable
• We will keep you regularly informed of progress or, if there is none, when you are next likely to hear from us
• We will communicate with you in plain English and avoid the use of legal jargon wherever possible
• We will deal with your queries promptly and aim to return any communication from you within 2 working days.

DWT Legal Ltd
Complaints Handling Policy

We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please contact us with the details.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our Client Relationship Manager, Tony Gibb, who will review your matter file and speak to the member of staff who acted for you.
3. Tony will 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 three days of the meeting, Tony 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 possible, Tony 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. If you remain unsatisfied, you can contact:

Legal Ombudsman,
PO Box 15870
Birmingham
B30 9EB

about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333  or at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

If we have to change any of the timescales above, we will let you know and explain why.