Complaints Policy

We want you to be happy with our services.  However, if at any point you become unhappy or concerned about the service we have provided to you then you should inform us immediately so that we can do our best to resolve the problem for you. In the first instance it may be helpful to contact the lawyer who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. If you feel that you would like to make a formal complaint then please let us know.

Complaints procedure

If you make a formal complaint to us:

1. We will send you a letter of acknowledgement of your complaint within seven working days of our receiving your complaint, letting you know the person who will be dealing with the complaint.This letter may seek further information on the nature of your complaint.
2. We will record your complaint in our central register.
3. We will start to investigate your complaint, and will comment on it within ten working days of receipt of the further information (if any) requested above.
4. Our investigation will involve looking into the information in your file in the light of the comments you have made.
5. We will within four weeks of receiving your complaint provide you with a detailed written response. This response will seek to resolve the complaint.
6. We may, if appropriate, request a meeting at a mutually convenient time to discuss and potentially resolve the complaint.
7. If you are still not satisfied following this, please let us know, with reasons, and we will provide you with a further response.  We would seek to respond within a further ten working days.

If we cannot resolve your complaint

Legal Ombudsman

If we are unable to resolve the complaint with you within eight weeks of receipt of the complaint, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from lawyers.

A complaint to the Legal Ombudsman must be made within six months of the date of our final letter to you in relation to the complaint; and either:

1. six years from the date of the act or omission complained about; or
2. Three years from when you should reasonably have known there was cause for complaint (only if the act took place more than six years ago).

The contact details for the Legal Ombudsman are as follows:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Telephone: 0300 555 0333
Email address: [email protected]
Website: www.legalombudsman.org.uk

 

SRA

Paul Hawkes Legal is regulated by the Solicitors’ Regulation Authority (SRA). The SRA provides specific principles that those regulated by it must comply with.

These principles mean that the solicitors at Paul Hawkes Legal must act:

1. in a way that upholds the constitutional principle of the rule of law, and the proper administration of justice
2. in a way that upholds public trust and confidence in the solicitors’ profession and in legal services provided by authorised persons
3. with independence
4. with honesty
5. with integrity
6. in a way that encourages equality, diversity and inclusion
7. in the best interests of each client.

If you consider that we have failed to comply with these principles, you can make a report to the SRA at:

Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham B1 1RN