Complaints Policy

HILTON LAW – COMPLAINTS POLICY

We are committed to providing a high-quality legal service to all our clients, and we would hope that you are always more than satisfied with the level and quality of service and advice provided by the firm. Unfortunately there may be an occasion when you are not suitably satisfied.

Should something go wrong, and should you find that you are unhappy in any way with the standard or quality of service you receive, we need you to tell us about it. This will help us to maintain and improve our standards.

Should you have a complaint, therefore, please contact us and provide us with details as early as possible, in order that we can address it, deal comprehensively and swiftly with it and, hopefully, rectify the situation to your satisfaction.

You should always be advised at the outset of the right to raise a complaint. Advice about complaints is included in our Terms of Business which is sent to every client upon our instruction to act.

Our complaints’ policy

1. If a client is unhappy with any aspect of the service provided a complaint should be raised with the person who has day to day conduct of the file (the fee earner).

2. Any client who raises a complaint must behave and must be treated politely and courteously.

3. A client may raise a complaint by telephone, in writing (including by e-mail) or in person.

4. If the complaint cannot be resolved with the fee earner the client must be advised of his/her right to make a formal complaint and be advised of the process. This complaints policy is accessible to all staff and should be sent to a client who confirms they wish to progress a complaint.

5. The client shall set out his complaints in writing and send them to the Managing Partner, Mark Hilton, at Hilton Law, Webber House, 26 Market Street, Altrincham, Cheshire, WA14 1PF or by e-mail to mhilton@hiltonlaw.co.uk.

6. The complaint will be acknowledged in writing within 7 days of receipt (unless exceptional circumstances), and the acknowledgement should, where possible, advise of the date by which they should receive a considered response. Unless otherwise advised the firm will seek to resolve the dispute within 4 weeks of the receipt of the letter of complaint.

7. The Managing Partner will submit a copy of the complaint to the fee earner and request a response within 14 days (unless exceptional circumstances). The fee earner will submit a written reply, together with relevant documentation or the file, as appropriate, within that time frame.

8. The Managing Partner will respond in writing to the letter of complaint within 14 days of receipt setting out the conclusions and any action necessary.

9. The client is asked to respond within 14 days of receipt of this letter, confirming that he/she is satisfied or otherwise. If no response is received the matter will be deemed to have been concluded.

10. If the client remains unsatisfied he/she should advise the Managing Partner who will arrange a suitable appointment to meet with the client and discuss the reasons why the client remains unsatisfied.

11. The Managing Partner will write within 14 days of the meeting to summarise the issues still in dispute and the firm’s approach to these issues. This will, unless otherwise communicated, confirm the firm’s final position on the complaint, explain our reasons and conclude our internal complaints procedure.

12. The client must be advised in the final letter that, if for any reason they nevertheless remain unhappy or dissatisfied, they have a right to contact the Legal Ombudsman (“LO”).

13. The Legal Ombudsman: the LO can help you if we are unable to resolve your complaint ourselves, or if you remain dissatisfied with the manner in which we have dealt with you and your complaint. The LO will look at your complaint independently.

Before accepting a complaint for investigation, the LO will check that you have tried to resolve your complaint with us first. If you have, and you remain dissatisfied, then you may take your complaint to the LO:-

– within 6 months of receiving our final response to your complaint 

and 

– either no more than 1 year from the date of the act or omission being complained about, or

– no more than 1 year from the date on which you should reasonably have known that there was cause for complaint. 

For more information contact the Legal Ombudsman:

Postal address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Email: enquiries@legalombudsman.org.uk

Telephone: 0300 555 0333

Website: www.legalombudsman.org.uk

14. The Solicitors Regulation Authority (“SRA”): the SRA can help you if you are unhappy with or concerned about our behaviour, such as you suspect that we have behaved dishonestly, have taken or lost your money, or treated you badly or unfairly (perhaps because of your age, a disability or some other characteristic). You can visit the SRA website to see how you can raise your concerns with it: Solicitors Regulation Authority – https://www.sra.org.uk/consumers/problems/report-solicitor/.

Revised: 07 July 2024