If at any point you become unhappy with the service we provide to you then please inform us immediately so that we can do our best to resolve the problem for you. Our complaints policy it outlined below.
If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. If you would like more information about this service, including the time limits for taking a case to them, please contact the Legal Ombudsman directly. You can find out more about their service by visiting www.legalombudsman.org.uk or contacting them on 0300 555 0333.
‘This complaints policy seeks to achieve an outcome where clients are treated fairly in accordance with the outcomes set out in chapter 1 of the SRA Code of Conduct. In addition this policy reflects the regulations and guidance provided by the legal ombudsman. This policy also reflects the requirements of section 112 of the Legal Services Act 2007.
A complaint is an expression of dissatisfaction. In the first instance a response can be given by the fee earner.
If the client is not satisfied with the response from the fee earner the matter should be referred to the complaints handler Fabian Braithwaite who will determine whether there is a formal complaint which needs to be progressed. The complaints handler will then acknowledge the complaint and provide a copy of this complaints procedure explaining how we will respond to the complaint. The complaints handler will conduct an investigation and provide a written response to the complaint.
If the client is satisfied with the outcome of the complaint handlers investigation and findings then the matter is at an end.
If the client does not accept the outcome of the investigation and findings then there will be a second review carried out by a separate partner of HSR Law. This will constitute HSR Law’s final response.
If the client is not satisfied the client shall be referred to the legal ombudsman in writing.
Where appropriate correspondence with the client will be by email.’