Complaints handling procedure for clients

Our formal complaints policy

Dixcart Legal is committed to providing the best legal service to our clients. When something goes wrong or if at any point you become unhappy or concerned about the service we have provided for you or our charges, please inform us as soon as possible, so that we can do our best to resolve the problem. This will also help us to improve our standards.

Our formal complaints handling procedure

We confirm, as we set out in our retainer letter, that if you are unhappy about any aspect of the service you have received, or about the bill, you should contact Anne-Marie Pavitt:

By email:
By telephone: 0333 122 0010
By post: Dixcart House, Addlestone Road, Bourne Business Park, Addlestone, Surrey KT15 2LE

Where Anne-Marie Pavitt has conduct of your matter, you should contact Ben Habershon:

By email:
By telephone: 0333 122 0010
By post: Dixcart House, Addlestone Road, Bourne Business Park, Addlestone, Surrey KT15 2LE

If you have a concern or a complaint and you want it to be dealt with formally, our full formal complaints procedure is set out below. Making a complaint will not affect how we handle your matter.

  1. You must notify Anne-Marie Pavitt (or Ben Habershon) as soon as possible so your complaint can be addressed. Their contact details are as above. Your notification should refer to the fact that you wish to follow our formal complaints procedure.
  2. We will send you a letter acknowledging receipt of your complaint under the formal procedure within 5 working days of our receiving your notification.
  3. We will then investigate the complaint. This will normally be carried out by Anne-Marie Pavitt (or Ben Habershon).  You may be asked to set out your complaint (or detail of it) in writing as part of an investigation.
  4. We may invite you to a meeting to discuss and, it is hoped, resolve the complaint. If a meeting seems appropriate you will be invited within 14 days of sending you an acknowledgement letter.
  5. Within 5 working days of a meeting, we will write to you to confirm what took place and any solutions agreed with you.
  6. If you do not want a meeting or, if a meeting is not possible or appropriate, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending the acknowledgement letter.
  7. At that stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review the comments. Depending on the matter,  we may at that stage arrange for another person to review the decision.
  8. We will write to you within 14 days of receiving the request for a review, confirming our final position on the complaint and explaining our reasons.
  9. The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your matter.
  10. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
    • Within six months of receiving a final response to your complaint; and
    • No more than one year from the date of act/omission; or
    • No more than one year from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details:

Call: 0300 555 0333 between 9am to 5pm.
Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

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

Our regulator

In addition to our formal complaints procedure, do note that the Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.   You can raise your concerns with the Solicitors Regulation Authority.

Dixcart Legal Limited

Version 5
Effective Date: 01 April 2023
Dixcart Legal Limited