01744 744400

Our Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure below.  Making a complaint will not affect how we handle your case.

Complaints Procedure at Hattons Solicitors

At Hattons we value any feedback from our clients, positive or negative. We treat all complaints about our service extremely seriously so that we can continue to improve the service for our clients and give them the highest possible standard of service.

If you feel you need to make an initial complaint, please raise this with the person dealing with your case. We will aim to resolve any problems as quickly as possible.

STAGE 1: Making an Initial Complaint

Procedure following acknowledgement of a formal complaint:

  • When you have made your complaint in writing, via email or letter, we will acknowledge your complaint within two working days of receiving the complaint.
  • A full formal response will be provided within 10 working days.
  • We will tell you the name of the person handling the matter.
  • As well as being informed of the person dealing with your complaint, our designated Complaints Handler and a Director will also be notified.
  • We will deal with your complaint efficiently and investigate fully. Some complaints may be referred directly to a Director for investigation.
  • All of your files will be updated, detailing your complaint and the outcome.

STAGE 2: Further Complaint?

If you remain dissatisfied with our service after making an initial complaint to the person dealing with your case, please contact Hattons’ Complaints Officer, Andrea Malone:

Address: Hattons Solicitors, Complaints Department, Prudential Buildings, 3 Victoria Square, St Helens, Merseyside, WA10 1HQ
Email: complaints@hattonslaw.com

When you have made your complaint in writing, via letter or email, a member of Hattons’ Senior Management team will acknowledge your complaint within two working days of receiving the complaint.

A full formal response will be provided within 10 working days.

What to do if we cannot resolve your complaint:

Where we are unable to resolve a complaint to your satisfaction within eight weeks of you having submitted that complaint, you may have the right to complain to the Legal Ombudsman.

The Legal Ombudsman can look at your complaint independently and it will not affect how we handle your case.  Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint;


  • 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.

Contact details:

If you would like more information about the Legal Ombudsman, you can contact them at:

Legal Ombudsman, PO Box 6806,Wolverhampton, WV1 9WJ
Visit: www.legalombudsman.org.uk  http://www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to17.00
Email: enquiries@legalombudsman.org.uk

Alternative Complaints Bodies:

Other complaints bodies, known as Alternative Dispute Resolution (ADR) providers, exist, such as Pro Mediate (www.promediate.co.uk) and Small Claims Mediation (www.small-claims-mediation.co.uk) which are competent to deal with complaints about legal services, should both you and our firm agree to use such a scheme. You can find out more about ADR online. Please note that some of these schemes charge for their services. We have however, chosen not to adopt an ADR process as we believe the Legal Ombudsman scheme is the most suitable body for complaints about legal services in England and Wales, and you should therefore contact the Legal Ombudsman. We will fully co-operate with the Legal Ombudsman should you choose to contact them.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority https://www.sra.org.uk/consumers/problems/

What will it cost?

You will not be charged for our work investigating a complaint made by you.

Please note that if we have issued a bill for work done on a matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is explained within our Terms and Conditions of Business.

The Legal Ombudsman service is free of charge.

Special Requirements

If because of a special need, you require us to deal with your complaint or communicate with you in a particular way please let us know so that in as far as is practicable, this may be accommodated.

Contact Us

If you have any questions or comments, wish to complain, or simply need more information, please contact our Senior Director, Bruce Hatton
Address: Hattons Solicitors, Complaints Department, Prudential Buildings, 3 Victoria Square, St Helens, Merseyside, WA10 1HQ
Telephone: 01744 413170 Email: complaints@hattonslaw.com

Hattons Legal Services Limited registered in England and Wales Reg. No. 09771400
VAT registration number 703425861.
Authorised and Regulated by the Solicitors Regulation Authority. SRA No 628665.

A list of the directors is available for inspection at the above office, together with details of their professional qualifications.
This firm is not authorised by the Financial Conduct Authority. However, we are included on the register maintained by the Financial Conduct Authority so that we can carry on insurance distribution activity, which is broadly the advising on, selling and administration of insurance contracts. This part of our business, including arrangements for complaints or redress if something goes wrong, is regulated by the Solicitors Regulation Authority. The register can be accessed via the Financial Conduct Authority website at register.fca.org.uk/s/