- You will receive copies of all substantive correspondence.
- Telephone calls, emails and correspondence from you will be returned during the course of the same day wherever possible.
- Letters to you and other parties will be written in plain English.
- Appointments will be given to you without undue delay and at a time convenient for you.
- You will be told the basis upon which we will charge you and we will keep you informed about the costs on a regular basis.
- You will receive a pro-active service and be updated on your matter on a regular basis.
- You will be treated fairly at all times and will not be discriminated against because of your race, sex, sexual orientation, disability, age, religion or belief.
- Your affairs will be kept confidential and we will not act for anyone else if by so doing we could compromise that confidentiality.
We hope that you are satisfied with the service we have provided. However, if you are not happy with any aspect of our service, we hope that you will give us the opportunity to address your concerns and put things right where possible.
Any problems or concerns should be addressed firstly to the person handling your case. Alternatively, you can write to:
17 Hanover Square
Email Zahir@herefordssolicitors.co.uk or call 0203 669 2216
If you are not happy with our response you can take your complaint directly to the Legal Ombudsman on 0300 555 0333 who will investigate your complaint for you. Any complaint to the Ombudsman must normally be made within six months from the end of our internal complaints process.
When you should report a solicitor to the Solicitors Regulation Authority (“SRA”)
The SRA deal with cases where firms or those we regulate have breached the SRA Principles https://www.sra.org.uk/consumers/problems/report-solicitor
Most of the time, complaints about solicitors are about poor service, and therefore should be sent to the Legal Ombudsman after exhausting our complaints procedure. If the Legal Ombudsman thinks your case involves a breach of our Principles, they will refer your case to the SRA. Likewise, if you report a solicitor to the SRA for poor service, they will refer you to the Legal Ombudsman. The SRA does not have the power to award compensation for poor service, or to reduce or refund your legal fees.
You can also report us to the SRA for non-payment of professional fees (such as agent or expert fees) if
- you have a County Court judgment in respect of the fee, and
- the judgment relates to the practice in connection with providing a legal service.