HEMINGWAYS SOLICITORS LIMITED 

Our complaints policy 

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

If you have a complaint, you should raise the matter at first instance with the fee earner responsible for the conduct of your matter who will endeavour to resolve your concerns quickly. 

If you remain unsatisfied, please contact Ian Hemingway, the managing partner of Hemingways Solicitors Limited.  

In order to help us deal with your complaint effectively, it will help us at this stage if you set out your concerns in writing to us. 

What will happen next?  

  1. Within five working days of receiving your complaint we will send you a written acknowledgment and, with your approval, will pass your complaint on to Ian Hemingway.

  2. We will then investigate your complaint.  This will normally involve passing your complaint to our client care partner who will review your matter file and speak to the member of staff who acted for you.

  3. Our aim is to respond fully in writing to the concerns you have raised within 25 working days of receipt of your written complaint.

    What to do if we cannot resolve your complaint 

  4. If you are not satisfied with our written response please let us have written details as soon as possible.  We will always try our best to resolve any outstanding issues with you and if it is thought appropriate we may suggest a meeting with this in mind.

  5. If at this stage you are still not satisfied, you can contact the Legal Ombudsman about your complaint:

    Legal Ombudsman
    PO Box 6806
    Wolverhampton
    WV1  9WJ

    Call: 0300 555 0333 between 9am and 5pm.
    Email: enquiries@legalombudsman.org.uk

    Any complaint to the Legal Ombudsman must usually be made:

    • within 6 months of the date of our final written response on your complaint.
      and

    • no more than 6 years from the date of act/omission; or

    • no more than 3 years from when you should reasonably have known there was cause for complaint.

      For further information, you should contact the Legal Ombudsman on 0300 555 0333  or at enquiries@legalombudsman.org.uk.

  6. If we have to change any of the timescales set out above, we will let you know and explain why.

 

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority: https://www.sra.org.uk/consumers/problems/report-solicitor/