Complaints Procedure

It is vital that we provide a consistently high level of client service, in terms not only of the legal and other services, but in terms of the promptness and efficiency of the delivery of those services, and in terms of our accessibility. If at any stage of our relationship you feel we are failing in that endeavour, we would be very grateful if you could tell us of the problem as soon as possible.

We are confident you will receive a high-quality service from this firm in all respects. However, if at any point during the transaction you have any queries or concerns about the work being conducted or fees or disbursements that you are paying we would ask that you please address these firstly to the file handler.

If we are unable to resolve the problem to your satisfaction or if you would prefer to speak to an alternative member of staff please contact the Complaints Officer of the firm, Mr Lee Gregory, who will do everything to deal with any query you may have as quickly and efficiently as possible. You can contact him by e-mail in the first instance to lee@hillfortlawfirm.com or else by writing to him at our office address.

⦁ We will acknowledge your complaint within 7 days of receipt.
⦁ We will call for production of the file and investigate your complaint.
⦁ We will respond fully to your complaint within 28 days of receipt.

If at the conclusion of our complaints procedure you remain dissatisfied, then you can refer any complaint about the way the complaint was handled or the conclusions that were reached to the Legal Ombudsman. Any such complaint can be made in writing to the Office of Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ, online line via www.legalombudsman.org.uk, by e-mail enquiries@legalombudsman.org.uk or telephone 0300 555 0333.

The Legal Ombudsman state that we have up to eight weeks to respond. If you aren’t happy with our final response, or if we haven’t responded within the eight weeks, you can then ask the Legal Ombudsman to look at it.

You can ask The Ombudsman to look at your complaint if it meets all three steps below.

⦁ The problem or when you found out about it, happened after 5 October 2010.
⦁ And you are referring your complaint to the Legal Ombudsman within either of the following: Six years of the problem happening or three years from when you found out about it.
⦁ And you are referring your complaint to us within six months of your service provider’s final response.