Complaints Policy

As a client, should there be any aspect of our service with which you are unhappy and which you feel unable to resolve by speaking to us then please address your complaint for the attention of our principal, Dennis Cuff, at Portland Legal Services 6 Chiswell Portland Dorset DT5 1AN

What will happen next?

  1. We will send you a letter acknowledging your complaint within 2 working days of its receipt. If necessary, we may ask you to confirm or explain certain details so that we are clear as to the issues you wish us to address. We will confirm the name of the person who will be dealing with your complaint and the likely timescale for our investigation.
  2. We will not charge you for handling your complaint. Your complaint will be recorded in our central register.
  3. We will then start to investigate your complaint.This will involve, where appropriate, ensuring that all relevant members of staff comment on the issues raised in your complaint. We will then examine those comments in conjunction with the information in your file.
  4. We will then provide a detailed written response to your complaint. We aim to provide that detailed written response as soon as we can but in any event within 28 days of receiving your complaint. Alternatively, if during this period a meeting in person is considered appropriate, and you are agreeable to this, we will suggest a mutually convenient time for a meeting to discuss the issues with you.
  5. At this stage, if you are still not satisfied with our response to your complaint you can contact us again and we will consider any further comments you may wish to make. We will provide a written response within 10 working days

If we are unable to resolve your complaint within 8 weeks of receiving full details, you may have the right to refer it to the Legal Ombudsman. This service is usually only available to members of the public, very small businesses, charities, clubs and trusts. You should refer your complaint within 6 months of our final response to you. The Legal Ombudsman can accept a complaint within 6 years of the act / omission or 3 years from when you should reasonably have known about the problem. The Legal Ombudsman will not ordinarily accept complaints unless the act / omission (or when you should reasonably have known that there was a problem) was after 5th October 2010. 

Contact details for the Legal Ombudsman are: 
Legal Ombudsman, 
PO Box 6806, 

Alternative approved complaints bodies such as ProMediate exist, which are competent to deal with complaints about legal services, if we both agree. As you are able to use the services of the Legal Ombudsman we do not intend to use their scheme.


6 Chiswell

Phone: +44 (0)1305 866162
Fax: +44 (0)1305 866163

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