We take all complaints seriously and aim to resolve them promptly, fairly and transparently. If something has gone wrong, we want to know about it and put it right where we can.
This policy applies to complaints about:
This policy does not cover:
If your complaint relates to something outside this scope, we will explain this clearly and, where we can, point you to a more appropriate route.
All complaints should be made in writing, by email:
To help us deal with it quickly, please include:
On receiving your complaint, we will:
Possible remedies at Stage 1 include correcting and reissuing a document, providing a missing document, or — where a significant error on our part is established — a partial or full refund at our discretion. If you are satisfied with the outcome, the complaint is closed.
If you are not satisfied with the Stage 1 outcome, you may request a formal review by replying in writing within 14 days of receiving our Stage 1 response. At Stage 2 we will:
The Final Decision is DocketWorks' last word on the matter. It will clearly state our position, the reasoning behind it, and any remedy offered.
DocketWorks Ltd is not a regulated legal services provider and is not subject to oversight by the Solicitors Regulation Authority or the Legal Ombudsman. There is therefore no ombudsman or regulatory body to which a complaint about DocketWorks can be referred.
If, following our Final Decision, you believe you have a financial claim against DocketWorks Ltd — for example, that you paid for a service that was not delivered — your route is the small claims court (for claims up to £10,000). We will always cooperate fully with any such process and provide relevant documentation on request.
Information submitted as part of a complaint is held securely and used only to investigate and resolve the complaint. It will not be shared with third parties except where required by law. We retain complaint records for six years. For more on how we handle personal data, see our Privacy Policy.
We review this policy annually, or sooner following any significant change to the business or the services we offer.
DocketWorks Ltd · docketworks.co.uk · contact@docketworks.co.uk