Complaints Procedure

Committed to exceptional quality

termsandconditions

Resolving concerns promptly and effectively

Hudgell Solicitors pride themselves on providing an exceptional quality of service to all clients. We are committed to the highest levels of client care however, if you feel that the level of service received has caused you dissatisfaction, please contact us. We take all feedback and any complaints very seriously; please be assured that we will make every effort to resolve any concerns promptly and effectively.

If you have a complaint

In the first instance please contact the legal advisor who is handling your matter so that we can try to ‘put things right’ straight away or if you would prefer the legal adviser’s Manager, whose details can be found in the client care letter sent to you at the outset.

In the event the matter cannot be resolved, the matter will be escalated to the Compliance Officer for Legal Practice. You can contact the Compliance Officer, Mrs Rachel Di Clemente by writing to her at Hudgell Solicitors, No2@The Dock, Humber St, Hull, HU1 1TU, or via email to [email protected] .

Complaint procedure

Within seven days of us receiving your written complaint

Within seven days of us receiving your written complaint, we will send you a letter acknowledging receipt. If needed, we will ask you to provide us with more information about your complaint. The acknowledgement will also let you know who will be handling the matter. In many cases the complaint will be dealt with, in the first instance, by the Senior Manager in charge of the relevant department, or a member of the compliance department.

We will begin to investigate your complaint

We will begin to investigate your complaint. This will involve a review of your file and discussion with the legal adviser who acted on your behalf.

Once our investigation is complete, we will send a detailed response

Once our investigation has been completed, we will send you a detailed response within 28 days of receiving your original written complaint or, where we have asked you for further information, within 14 days of our receiving that information from you. Our detailed response will state whether we uphold your complaint. If we require more time to investigate the matter, we will let you know and confirm when we expect to provide the detailed response.

If you remain dissatisfied at the end of our own complaints process

If you remain dissatisfied at the end of our own complaints process, you are entitled to contact the Legal Ombudsman. You must do this within six months of receiving our final written decision on your complaint. The Legal Ombudsman can investigate complaints up to one year from the date of the problem occurring or from when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint.

To contact the Legal Ombudsman telephone 0300 555 0333, email [email protected] or write to PO Box 6167, Slough, SL1 0EH. Alternatively, you can find more information by visiting www.legalombudsman.org.uk

Any regulatory concerns, where you believe we have not upheld our regulatory duties under the Solicitors Standards and Regulations 2019, can be referred to The Solicitors Regulation Authority, our regulatory body. For more information visit www.sra.org.uk

Finally, we stress if you raise an issue of concern with us we will try and resolve it; this procedure is in place to ensure that you have a route to escalate your complaint to the Legal Ombudsman, if necessary.

We always welcome any feedback which will help us to improve our service.

Download a copy of the Complaints Policy.