01744 744400

Our Complaints Procedure

Complaints

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.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will 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

and

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.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details.

Visit: www.legalombudsman.org.uk [http://www.legalombudsman.org.uk]

Call: 0300 555 0333 between 9.00 to17.00 / Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806,Wolverhampton, WV1 9WJ

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 [http://www.sra.org.uk/consumers/problems/reportsolicitor/]

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 service for our clients, and give them the highest possible standard of service.

Stage 1: Making An Initial Complaint

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.

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 senior partner will also be notified.
  • We will deal with your complaint efficiently and investigate fully. Some complaints may be referred directly to our senior partner 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 Senior Director, Bruce Hatton:

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, Hattons Senior Partner will acknowledge your complaint within two working days of receiving the complaint.
A full formal response will be provided within 10 working days.
All complaints are kept on file for at least three years.
Stage 3: Still Need to Complain?

If you are still not satisfied with the handling of your complaint, after Stages 1 and 2, you have the right to complain to the Legal Ombudsman

Address: P.O. Box 15870, Birmingham B30 9EB

Email: enquiries@legalombudsman.org.uk

Tel: 0300 555 0333

Web: www.legalombudsman.org.uk

Any referral to the Legal Ombudsman should be within one year from the act or omission occurring or within six months from receiving our written response to the complaint made.

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.