Compliance

Our Compliance Statement

  • EmployLaw is a service provided by Downs Solicitors LLP. Downs is the trading name of Downs Solicitors LLP, a limited liability partnership registered in England & Wales under registered number OC321831. Its registered office is at 156 High Street, Dorking, Surrey, RH4 1BQ.
  • Downs is authorised and regulated by the Solicitors Regulation Authority and our SRA number is 446286. Our professional rules are set out in the Solicitors’ Code of Conduct 2011. A copy can be accessed from the Solicitors Regulation Authority website at https://www.sra.org.uk/solicitors/handbook/code/content.page.
  • The addresses and contact information for each of our offices can be found under the “Contact us” section of our website.
  • Downs is registered for VAT under number GB 209927442.
  • Downs maintains professional indemnity insurance in accordance with the rules of the Solicitors Regulation Authority. In accordance with the disclosure requirements of The Provision of Services Regulations 2009, our professional indemnity insurer is Starr International (Europe) Limited of Floor 4, 30 Fenchurch Avenue, London, EC3M 5AD. The territorial coverage of our policy is worldwide.
  • Our professional rules are set out in the Solicitors’ Code of Conduct 2011. A copy can be accessed from the Solicitors Regulation Authority website at http://www.sra.org.uk/solicitors/code-of-conduct.page.
  • If a client has a complaint which they wish to pursue with us, please follow the procedure set out in our Complaints Policy.
  • As a regional firm we are committed to ensuring the highest standards, which includes commitment to equality and diversity. A copy of our equality and diversity policy can be found here.
  • We are required by the Solicitors’ Regulation Authority to publish data regarding diversity within our organisation. A copy of the data can be found here.

Our Complaints Policy

We are committed to providing a high quality service to all our clients. If 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 raise this in the first instance with the solicitor with whom you have been working. If the complaint is not resolved to your satisfaction in that way, then in accordance with section 62 of our Terms of Business, please write to the relevant Director, whose details should be in the Letter of Engagement, clearly marking your letter as a complaint.

What will Happen Next?

  1. We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this Procedure.
  1. We will then investigate your complaint. This will normally involve the appropriate Director reviewing your matter file and speaking to those who acted for you.
  1. The Director will respond in detail to your complaint within 10 working days of the acknowledgement letter. If this timescale is not achievable, the Director will inform you of the reasons why this is not possible and advise you of the anticipated reply date.
  1. The Director will seek to provide proposals for resolving your complaint. You may be invited to a meeting to discuss the complaint and in any event you may request such a meeting. Our decision on your complaint will be given at the meeting or otherwise in writing.
  1. At this stage, if you are still not satisfied, you should contact us again in writing and we will arrange for the Managing Director to review the decision.
  1. We will write to you within 10 working days of receiving your request for a further review confirming our final position on your complaint and explaining our reasons.
  1. If you are still not satisfied, or if we have not resolved your complaint within 8 weeks of receiving it, you can contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ, telephone 0300 555 0333 or via the website www.legalombudsman.org.uk.

Any complaint to the Legal Ombudsman must ordinarily meet all of the following:-

  • The problem happened after 5th October 2010;
  • Your complaint to the Legal Ombudsman is within 6 years of the problem happening or 3 years from when you found out about it;
  • Your complaint to the Legal Ombudsman is within 6 months of our final response.

This service is only available to members of the public, very small businesses, charities, clubs and trusts.

This firm is authorised and regulated by the Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham B1 1RN, telephone 0870 606 2555, www.sra.org.uk.

 

EmployLaw Limited – November 2015