Do you have a complaint?

At Digby Brown, we are committed to providing excellent client care. This commitment extends to dealing with any complaints promptly and efficiently and our complaints process allows us to do this.

Should there be any aspect of our service with which you are unhappy, please let us know. We take all feedback seriously and we will investigate your concerns with the aim of improving our service to you, and others.

Our complaints procedure

If you would like to make a formal complaint, the first step is to get in touch either via our online complaints form below or you can contact the person dealing with your case directly. We would encourage you to provide a clear explanation of your complaint and where possible, include any action which has given rise to the complaint. 

Either the supervisor or Client Relations Manager should provide you with an acknowledgement within 7 days and may be able to offer a solution at this stage. 

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 should be provided within 28 days.

In the majority of cases, the final response should resolve any issues and you will receive a letter detailing the complaint and agreed outcome. Otherwise it will detail any steps taken to try and resolve matters and try to narrow down the issues outstanding in relation to the complaint.

If your complaint is dealt with by your solicitor’s supervisor and you are dissatisfied with the response you receive, you can ask for the matter to be referred to the Client Relations Manager or you can escalate the complaint directly. 

Again, he should acknowledge your complaint within 7 days. Please note the Law Society allows us 28 days to investigate and fully respond to your complaint.