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Few people anticipate what may happen to their finances and affairs if they were to die or become unable to manage them and, for most of us, it is not something that we spend a lot of time thinking about. We have a large team of Private Client specialists to help you put everything in place to ensure that your wishes are carried out in the event of your death, or if you become unable to manage your own finances and affairs for any reason.
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Complaints Procedure
HARTLAW LLP COMPLAINTS PROCEDURE
Our complaints policy
We are 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 procedure
As you have raised a concern about your case Mr. Dyson will pass your complaint to the Member in charge of the department involved in your complaint. If we have to change any of the timescales set out below we will let you know and explain why.
What will happen next?
1. We will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint.
2. We will then record your complaint in our central register and open a file for your complaint. We will also investigate your complaint by examining the relevant file.
3. If appropriate we will then invite you to meet us to discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you in this way no longer than 14 days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, Mr. Dyson will write fully to you setting out his views on the situation and any redress that we would feel to be appropriate.
4. Within two days of any meeting we will write to you to confirm what took place and any suggestions that we have agreed with you. In appropriate cases we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.
Review of Decision
5. At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 days. This will happen in one of the following ways.
- The decision will be reviewed at the next full meeting of the Members of this firm. This may take up to one month.
- We will arrange for someone in the firm who has not been involved in your complaint to review it.
- We will ask our local Law Society or another local firm of solicitors to review your complaint. We will let you know how long this process will take.
- We will invite you to agree to independent mediation. We will let you know how long this process will take.
6. We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. If you are still not satisfied, you may refer the matter to the Legal Ombudsman whose contact details are as follows:
Tel: 0300 5550333 Website: www.legalombudsman.org.uk
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Please note that references to the Ombudsman should usually be made within 12 months of the matter giving rise to the complaint or 12 months from the date on which you should have been aware of the complaint.