Quality of Service


Quality of Service

Dua & Co Ltd is regulated and licensed by the ICAEW.

Our aim is to provide you with a high-quality service at all times that is efficient and effective. As a client of DUA, if at any point you would like to discuss with us how our service could be improved, become unhappy with any aspect of the service you have received, or if you are dissatisfied with the service that you are receiving, we need you to tell us about it immediately so we can do our best to put things right.

We follow an internal complaints and dispute resolution procedure to ensure that complaints raised are resolved quickly and effectively. We undertake to look into any complaint carefully and promptly and to do all we can to explain the position to you

Should you have any queries or concerns about our work please first communicate these to the person handling your case. Alternatively, please email concerns to the attention of our Client Care Team at dua@dua.co.uk or by post to our offices at: 1st Floor, 5 Century Court, Tolpits Lane, Watford, WD18 9PX.

Our complaints procedure is summarised in our Engagement Letters and explained in greater detail in our Terms and Conditions of Business. A copy of our current Terms of Business and a full copy of our complaint’s procedure can be requested from our Client Care Team.

Where we are unable to settle your complaint via our internal complaints process, for all legal matters you have a right to complain to the Legal Ombudsman. The Legal Ombudsman is an independent complaints body, established under the Legal Services Act 2007, which deal with legal services complaints. You can file a complaint to the Legal ombudsman within six months from the date of our final decision under our own internal complaint’s procedure.

Further information relating to the Legal Ombudsman can be found on their website at www.legalombudsman.org.uk. Their contact details are:

Legal Ombudsman
PO Box 6806

Telephone: 0300 555 0333

Email address: enquiries@legalombudsman.org.uk