Complaints Procedure

 

We are committed to providing a high-quality legal service to all our clients.  When something goes wrong or you are dissatisfied, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please write to us with the details. We have eight weeks to consider your complaint although we will always try and respond much quicker than this in accordance with the below timetable. If we have not resolved it within this time you may complain to the Legal Ombudsman.

Procedure:

  1. We will send you a letter acknowledging receipt of your complaint within seven days of receiving it, enclosing a copy of this procedure.
  1. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Walton Eddlestone, who will review your matter file and speak to the member of staff who acted for you.
  1. Mr Eddlestone will then either write to you within 14 days of sending you the acknowledgement letter and invite you to a meeting to discuss and hopefully resolve your complaint. or he will reply in writing in detail to your complaint within 21 days of  sending you the acknowledgement letter.
  1. Within seven days of such meeting, Mr Eddlestone will write to you to confirm what took place and any solutions he has agreed with you.
  1. At this stage, if you are still not satisfied, you should contact us again and Mr Eddlestone will respond or we will arrange for another partner to review the decision.
  1. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  1. If you are still not satisfied, you can then contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.

As an entrepreneur and former MD of a PLC, HDQ's West End location with an ever widening range of expertise and services is attractive and cost efficient. Philip and his Partners are easy to approach, their experience and professional confidence leads to solid, sensible advise. HDQ retains the caring ethic.

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