Our complaints handling policy
Hoole and Co is 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.
Our complaints handling procedure
If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. You should contact Michael Tucker who can be contacted by telephone on 0117 9691436, or by writing to our office at 65 Gloucester Road Patchway Bristol B534 5JH or by email email@example.com
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within five days of your raising your concerns, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to Mr Tucker, who will review your matter file and speak to the member of staff who acted for you.
- Mr Tucker will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting, Mr Tucker will write to you to confirm what took place and any solutions he has agreed with you.
- If you do not want a meeting or it is not possible, Mr Tucker will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another partner to review the decision.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
- If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton WVl 9WJ call 0300 555 0333 about your complaint or email firstname.lastname@example.org . Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman’s full limitation period for complaints is 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. The act or omission you with to complain about must have happened after 5 October 2010 or, if it happened on or before 5 October 2010,you must have become aware of it after 5 October 2010. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.
- 9. 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. You can find details on how to do this on the SRA website: www.sra.org.uk/consumers/problems/report-solicitor
If we have to change any of the timescales above, we will let you know and explain why.