Our complaints handling policy

Hepburn Delaney are committed to providing a high-quality legal service to all our Clients.  However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem and improve our standards. In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure on the next tab ‘Procedure’.  Making a complaint will not affect how we handle your case. The Solicitors Regulation Authority can 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.

A “complaint” is any expression of client dissatisfaction, however it is expressed.  This may be in writing, over the telephone or in person.  However, if you wish to make a formal complaint, we would ask that you write to us with the details.

What will happen next?

We will try to deal with your complaint as quickly as possible.  We aim to adhere to the following timescales.  Please note that the days refer to business days:-

Day 1   We receive your complaint

By Day 3  Your complaint will be recorded, acknowledged and passed to the Client Care Partner.  If you have not already done so, in your original letter, we will write to you and ask you to outline your concerns.

By Day 8  The Fee Earner with conduct of your matter will consider your file and draft a document responding to your complaint

By Day 13  The Client Care Partner will examine this document and if necessary, discuss the matter with the Fee Earner.

By Day 18  The Client Care Partner will send to you a detailed response to your complaint which will include suggestions for resolving the matter, including inviting you to a meeting.

By Day 28 If you are not satisfied with the response to your complaint, we would like you to write to us again

By Day 35  The Client Care Partner will review your matter and confirm to you in writing the final decision and explain our reasons.

A hard copy of our procedure is available here: COMPLAINTS PROCEDURE_APRIL 2018

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. 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 a final response from us regarding your complaint

and

• No more than six years from the date of act/omission; or
• No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them. Contact details

• Visit: www.legalombudsman.org.uk
• Call: 0300 555 0333 between 9am to 5pm.
• Email: enquiries@legalombudsman.org.uk
• Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ