Complaints Policy.

How to make a complaint

All complaints must be made in writing in the first instance and submitted to our Compliance Officer at:

Email: [email protected]

Please include:

• Your name and matter reference (if known)
• Details of the service you are unhappy with
• Relevant dates and supporting information
• The outcome you are seeking

What we will do

• We will acknowledge receipt of your written complaint within 7 days, where possible.
• Your complaint will be investigated by our Compliance Officer or a senior member of staff not directly involved in the matter, where appropriate.
• We will provide a written response setting out our findings and any proposed resolution.

We have up to eight weeks from receipt of your complaint to provide our final response.

If you are not satisfied

If:

• We do not respond within eight weeks, or
• You are dissatisfied with our final response,

you may refer the complaint to the Legal Ombudsman, who is independent and free to use.

Data protection complaints

In addition to our general complaints procedure, you have the right to raise concerns specifically about how we process your personal data.

Under the Data (Use and Access) Act 2025, individuals are entitled to make a complaint directly to us regarding the handling of their personal data before escalating the matter to the Information Commissioner's Office (ICO).

How to raise a data protection complaint

You may submit a data protection complaint:

• By email to: [email protected]
• By post to our registered office
• Through any member of staff involved in your matter

You are not required to follow a specific format, but providing clear details will assist us in responding promptly.

What we will do

We will:

• Acknowledge receipt within 30 days
• Take appropriate steps to investigate your complaint
• Keep you informed of progress where appropriate
• Provide a written outcome without undue delay

Where a complaint relates to a data subject request (e.g. access request), we will ensure this is considered alongside our statutory obligations.

Escalation

If you remain dissatisfied following our response, you may raise your concerns with the Information Commissioner's Office (ICO).

This process does not affect your right to raise a complaint with the Legal Ombudsman where appropriate.

Legal Ombudsman contact details

Before the Legal Ombudsman can consider your complaint, you must first have given Devall Law the opportunity to resolve it.

Time limits

The Legal Ombudsman will usually only consider complaints made:

• Within one year of the act or omission complained of, or
• Within one year from when you should reasonably have become aware of the issue

The Ombudsman cannot investigate complaints where court proceedings have already commenced or where a court has ruled on the matter.

Making a complaint will not affect how your legal matter is handled.