Complaints Procedure
We want to give you the best possible service. If at any point you become unhappy or concerned about the service we have provided, please inform us immediately so that we can do our best to resolve the problem.
In the first instance, it may 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. If you would like to make a formal complaint, please email us at office@duanduanuk.com or write to us at our office, marking the correspondence 'Complaint'. Making a complaint will not affect how we handle your case.
What will happen next?
We will send you a letter acknowledging receipt of your complaint within five working days of receiving it, enclosing a copy of this procedure.
One of our partners (Leon Chua or Jackson Ng) will then investigate your complaint, review your matter file, and speak to the member of staff who has been acting for you.
Leon Chua or Jackson Ng will invite you to a meeting to discuss your complaint, in the hope that it can be resolved. They will do this within 21 days of the acknowledgement letter.
Within three working days of the meeting, Leon Chua or Jackson Ng will write to you to confirm the discussion and, if applicable, any solutions that have been agreed.
If a meeting is not possible or preferred, Leon Chua or Jackson Ng will instead send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of the acknowledgement letter.
If you remain dissatisfied, you may contact us again to explain why, and we will review your comments and, where appropriate, arrange a further meeting to discuss your complaint. We will then confirm the outcome of our final review of your complaint in writing within 14 days, setting out our reasons.
If we cannot resolve your complaint
The Legal Ombudsman can help if we are unable to resolve your complaint. They will look at your complaint independently, and contacting them will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will normally check that you have first tried to resolve the matter with us. If you remain dissatisfied, you must contact the Legal Ombudsman within the following time limits (under the Scheme Rules that took effect on 1 April 2023):
- Within six months of receiving our final response to your complaint; and
- Within one year of the act or omission, or within one year of when you should reasonably have known there was cause for complaint (the Legal Ombudsman has discretion to extend these time limits in exceptional circumstances).
If you would like more information about the Legal Ombudsman, please contact them directly.
Contact details: Visit: www.legalombudsman.org.uk Call: 0300 555 0333, Monday to Friday, 09:00 to 17:00 Email: enquiries@legalombudsman.org.uk Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Please verify the Legal Ombudsman's current postal address directly at www.legalombudsman.org.uk before sending correspondence.
If you are concerned about our professional conduct
The Solicitors Regulation Authority (SRA) can take action if you are concerned about our professional conduct — for example, matters involving dishonesty, the handling of client money, or treatment that is unfair on grounds such as age, disability, or other protected characteristics.
Please visit the SRA's website at www.sra.org.uk for information on how to raise a concern.