We aim to provide you with the best possible service. Should there be any aspect of our service with which you are unhappy or dissatisfied with, or about our bill, you should contact us immediately, so that we can do our best to resolve the problem.
In the first instances it maybe helpful to discuss the matter with the person who is dealing with your case to discuss your concerns and we will do our best to resolve any issues at this stage. If after discussing the matter with the person dealing with your case and the difficulty remains, you should write to the Complaints Manager whose details can be provided on request. If you would like to make a formal complaint, then you can read our full complaint procedure. Making a complaint will not affect how we handle your case.
If you are not satisfied with the service provided by your barrister instructed by us, you may complain directly to their chambers. We can provide the contact details of the barrister’s chambers on request.
You can also complain about our bills and you may have a right to object by applying to the court for an assessment of the bill under Part 111 of the Solicitors Act 1974. Please note that if all or part of a bill remains unpaid the firm may be entitled to charge interest.
Legal Ombudsman
If we cannot resolve your complaint, you can then contact the Legal Ombudsman about your complaint. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving our final response to your complaint. and;
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information contact the Legal Ombudsman. The Legal Ombudsman correspondence address is PO Box 6167, Slough SL1 0EH. You can also email the Legal Ombudsman at enquiries@legalombudsman.org.uk or telephone them on 0300555 0333 or +44 121 2453050 if calling from overseas. For further information, please access the Legal Ombudsman website: www.legalombudsman.org.uk.
Solicitors Regulation Authority
Hetheringtons Solicitors is regulated by The Solicitors Regulation Authority. The Solicitors Regulation Authority can help you if you are concern about our behaviour. This could be for things like dishonesty, treating you unfairly etc.
You can raise you concerns with the Solicitors Regulation Authority
