We take all complaints seriously and are committed to addressing them promptly and fairly.
The principal responsible for complaints for Deanegate Trustees Limited is Simon Denton
Acknowledgement
Upon receipt of your complaint, we will acknowledge it within 5 business days.
Investigation
We will conduct a thorough and impartial investigation,
Our approach will be fair, prompt, constructive and honest.
Resolution
If your complaint is justified, we will proceed to resolve it in an appropriate manner.
We aim to find a satisfactory resolution for all parties involved.
Final Response
Within 8 weeks of receiving the complaint, we will provide our final response.
This response will outline our findings and any actions taken.
Further Steps
If we do not deal with your complaint in this time, or if you are not satisfied with our response, you are entitled to take up the matter with the Legal Ombudsman.
To make a complaint to the Legal Ombudsman you must;
- refer the complaint to the Legal Ombudsman no later than:
- six years from the act/omission that forms the basis of your complaint; or
- three years from when you should reasonably have known there was cause for complaint; and
- make the referral within six months of the date of our written response.
Contact details for the Legal Ombudsman
E: enquiries@legalombudsman.org.uk
Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
