Our Complaints Procedure
Want to talk to us about a complaint?
If you are not happy with our service, you should in the first instance contact the fee earner responsible for your matter to try and resolve the issue. If you are not satisfied with the fee earner’s response and wish to make a formal complaint, you should do so in writing addressed to their Department Head or Manager. The details of the fee earner’s supervisor can be found in your client care letter as well as on our website or by calling us on 01245 258 892.
Following receipt of a formal complaint, you have our commitment to deal with the matter as follows:
- Send you a letter or email acknowledging receipt of your complaint within a maximum of three working days of the Department Head or Manager receiving the formal complaint.
- Investigate your complaint thoroughly. This will usually involve reviewing your file and speaking to members of our staff who acted on your behalf.
- Once we have completed our investigation, you will receive a detailed written reply to your complaint, including suggestions for resolving the matter. This will be within 21 days of the receipt of your complaint.
- If the matter is complex and it takes longer to investigate and deal with your complaint, we will contact you within the first ten working days to give you an approximate timescale of when you can expect a response.
- If we believe it would be helpful, we may suggest a meeting.
If following an investigation by the Department Head or Manager, you remain dissatisfied with the response then your complaint may be referred to our Managing Director by email, enquiries@hill‐abbott.co.uk, or by post to Managing Director, Hill & Abbott, Burgundy Court, 64‐66 Springfield Road, Chelmsford, Essex, CM2 6JY.
If there are any circumstances which make it difficult for you to make a complaint in writing, please call us on 01245 258 892 and ask for our Managing Director.
If you are not satisfied with the handling of your complaint once our complaints procedure has been fully complied with; you can then ask the Legal Ombudsman to consider the matter. The Legal Ombudsman’s address is PO Box 6806, Wolverhampton, WV1 9WJ (telephone number: 0300 555 0333). 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.
For further information in relation to time limits for bringing a complaint please refer to Chapter 4 of the Legal Ombudsman Scheme Rules available at www.legalombudsman.org.uk.
The Solicitors Regulation Authority can also help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority