Complaints Policy and Procedure | Davis Blank Furniss Solicitors

This firm's complaints policy

This firm's complaints policy

The Procedure

writing a complaint
writing a complaint

Step-by-Step Procedure

Item Timescale
1. We acknowledge receipt of the complaint and, unless the complaint can be dealt with in the timescale, confirm what preliminary action will be taken, or, where necessary, ask for further information. Within 5 working days of its receipt.
2. Where further information has been requested from the complainant and received we acknowledge receipt and, unless the complaint can be dealt with in the timescale, confirm what preliminary action will be taken. Within 5 working days of its receipt.
3. We will then commence investigating your complaint. This may involve one or more of the following steps:‑
3.1   the person who acted for you will be asked to provide to the investigating partner a response to your complaint within 5 working days, together with the file. Within 5 working days of receiving the complaint or further information.
3.2   the response will then be examined together with the file and your complaint and, if necessary, further information will be sought from the person who acted for you. Within 10 working days of receipt of the response and file.
4. If the above timescales cannot be met, e.g. because of the amount of work involved, or the unavailability of key personnel for holiday or sickness, you will be notified. When the reason for possible delay becomes apparent.
5. A full response will be sent to you, with any suggestions we might have for resolving it to our mutual satisfaction. Within 7 working days of completion of the investigation.
6. If any meeting or telephone conversation takes place between us as a result of our response, we will write to you to confirm what took place and any agreed solution that was arrived at. Within 5 working days of the meeting or conversation.
7. If, at a meeting or from your written reply to our detailed written response, you remain dissatisfied with what we said and how we propose resolving your complaint we will arrange for our decision to be reviewed. This may happen in one of the following ways:‑
7.1   by reviewing our handling of your complaint and why you are dissatisfied with the decision, or Within 10 working days of your response.
7.2   by arranging for someone else or a small number of people in the firm who are entirely unconnected with the complaint to review the complaint, the response, the file and any other relevant information, how the complaint was handled and the decision on it. Within 15 working days of your response.
8. After the review has taken place you will be informed of the outcome. This will review our initial handling of your complaint and our decision on it. Within 5 working days of the end of the review.
9. If you still remain dissatisfied with how your complaint has been handled and the decision on it, we will write to you confirming our final position on your complaint and explaining why we consider our handling of, and decision on, it (and of any review) was reasonable. We will also supply you with the name and address of the Legal Ombudsman at the Law Society, the solicitors’ regulatory body to whom you may refer your complaint once we have concluded our professional obligation to try and resolve it. Within 10 working days of the conclusion of the review.

Why choose Davis Blank Furniss?

Merit Icon Founded in 1877
Team members icon 60+ experienced employees
Apartment block icon Offices in Manchester & Glossop
Law Scales Full service law firm

Testimonials

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Excellent experience start to finish – always very responsive to any queries and the turnaround on the property I was buying was very quick, even in the busy time leading up to stamp duty deadline. Jenny was always very helpful and went above and beyond to close on a short timescale.

Ben Armitage

“Very approachable, practical solutions to problems, but most of all very responsive which I personally think is very important because if you need help, you need it quickly, or at least to know someone is looking at it for you”.

Joanne Rowe, Finance Director, Greater Manchester Chamber

“Always able to contact, very approachable, friendly and professional”

Nives Feely, JAM Recruitment

“I believe I have been able to establish a professional working relationship with everyone I have come into contact. Importantly, I sense the relationships which have been established give me the confidence that I can make contact with Davis Blank Furniss at any time and on any matter. I would also like to express my thanks to the very impressive “gatekeepers” who work in reception, not only for making me very welcome, but also for their professionalism”

Bill Pryke, CEO, Chartered Institution of Civil Engineering Surveyors

“Thank you for your efficient and friendly help throughout this process. We have had it easy but your approach has been part of that”.

Robert Amsbury (Conveyancing Client)

“I would like to take this opportunity to thank you personally for the ongoing support and assistance the firm has offered to our parents over the years. I hope also that we may be able to call on you if necessary in the future.”

Valerie Fisher (Probate Client)

“Jo always provides great service, understands our needs and delivers on her promises. Our needs are relatively simple but the complexity arises out of the volume of work and short time frames, Jo always delivers.”

Peter Fernandez, Corporate Director at Royal Bank of Scotland

“A big thank you to all who dealt with my wife’s claim… We would not hesitate to recommend Davis Blank Furniss to anyone that may be in a situation like we have been…”

Anon (Personal Injury client)

“Before putting my case in Kirsty (Morbey)’s capable hands I’ve met a couple of other solicitors. None of them listen to me as intently as Kirsty and showed me as much empathy and understanding as she did. Simultaneously she was able to look at my case from legal perspective, explain all the options and follow each of our meetings with written summary of the discussed matters (in timely manner). Her advice was invaluable and led me to successfully ending the case matter (hopeful for good). I’m forever grateful for he work and would definitely recommend her to anyone looking for reliable, knowledgeable and committed solicitor”.

Anon (Family client)
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How can we help?

Get expert legal advice.

If you need any legal advice or assistance with regards to personal or family law, contact the Davis Blank Furniss team now.

Get expert legal advice.

If you need any legal advice or assistance with regards to personal or family law, contact the Davis Blank Furniss team now.








    Manchester Office

    If you need any legal advice or assistance from our Manchester office, contact the Davis Blank Furniss team now.

    Glossop Office

    If you need any legal advice or assistance from our Glossop office, contact the Davis Blank Furniss team now.

    Richard Hamilton

    Richard Hamilton

    Managing Partner
    Kate Oldfield

    Kate Oldfield

    Senior Partner
    Andrew Ryan

    Andrew Ryan

    Partner
    Sonio Singh

    Sonio Singh

    Partner
    Debra Kelly

    Debra Kelly

    Partner
    Seán Hackett

    Seán Hackett

    Partner
    Susan Bann

    Susan Bann

    Partner
    Andy McNish

    Andy McNish

    Partner
    Shiva Shadi

    Shiva Shadi

    Partner
    Kirsty Morbey

    Kirsty Morbey

    Partner
    Jennifer Smith

    Jennifer Smith

    Partner
    Rosie Korcz

    Rosie Korcz

    Partner
    Rebecca Taylor

    Rebecca Taylor

    Partner
    Paul Walton

    Paul Walton

    Consultant
    Stuart Shalom

    Stuart Shalom

    Consultant
    Amie Tsang

    Amie Tsang

    Senior Consultant
    Alison Cameron

    Alison Cameron

    Senior Associate Solicitor
    Lauren Sever

    Lauren Sever

    Senior Associate Solicitor
    Kirsty Fillery

    Kirsty Fillery

    Solicitor
    Rhiannon Turner

    Rhiannon Turner

    Solicitor
    Sarah Taylor

    Sarah Taylor

    Solicitor
    Craig Marsden

    Craig Marsden

    Associate Residential Conveyancer
    Joanne Mercer

    Joanne Mercer

    Associate Probate Manager
    Jackie Miller

    Jackie Miller

    Legal Manager
    Emma Little

    Emma Little

    Conveyancing Paralegal