Complaints Policy

We are committed to high quality legal advice and client care and aim to offer all our clients an efficient and effective service. However, if you would like to discuss how the service to you could be improved, or should there be any aspect of our service with which you are not satisfied, please contact Laura Spence by email at laura.spence@hiltonspence.com or by post to 15 Milner Road, Wirral, England CH60 5RT. We have a procedure in place which details how we handle complaints and this will be immediately sent to you. If you would like to see a copy of our complaints procedure at any other time, please request this and this will be sent to you.

 

We have eight weeks to consider your complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then you may ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman may be contacted at PO Box 6167, Slough SL1 0EH.

Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of your having received a final written response from us about your complaint. Complaints to the Legal Ombudsman must usually be made within one year of the act or omission about which you are complaining occurring or from when you should have known about or become aware that there were grounds for complaint.

 

For further information, you should contact the Legal Ombudsman on 0300 555 0333 or visit: www.legalombudsman.org.uk.

 

For complaints that relate specifically to an alleged breach of the SRA Standard and Regulations including the SRA Accounts Rules, you should refer the matter to the Solicitors Regulation Authority (SRA). For further information about the SRA’s role, please visit: https://www.sra.org.uk/consumers/.