Client feedback and complaints

We are committed to providing a quality service to our clients.  We value feedback from clients because it helps us to improve our service. If you do not feel that you are receiving excellent client service or that something could be improved, please do tell us about it.  If we have fallen short of the high standards which we have set for ourselves then we would like the opportunity to put it right. 

What do I do if I have feedback or a complaint?

If you have a complaint, at first it would be helpful if you could discuss any feedback or concerns which you have about our service or how it might be improved with the lawyer/fee earner dealing with your matter.  If the lawyer dealing cannot resolve your concern informally, or if the issue is of such a serious nature that you do not feel comfortable raising it with your lawyer, then you may discuss this with our complaints partner as a complaint under this policy.  please contact us with all the details.  

  • In writing to: Catherine Smith at Culina House, Stretton Green Distribution Park, Langford Way, Appleton Thorn, Warrington WA4 4TQ
  • By email to Catherine.Smith@hoylelaw.co.uk
  • By telephone on 01925 358 461

It would help us if you could let us know:

  • Why you feel dissatisfied with the service which you have received
  • How you would prefer to be contacted about your complaint
  • If there is anything in particular which you would like us to do to resolve your complaint

If you would prefer not to email details of your complaint in this way, then please call us on 01925 358 461 to discuss the best way to get an understanding of your concerns.  

What happens after I have made a complaint to you?

We will: 

  • Aim to resolve any expression of dissatisfaction as soon as possible, where this is in done within 3 business days, we will not usually confirm acknowledgement of the complaint in writing.

If it takes us longer than 3 business days to resolve your complaint, we will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business

  • Log your complaint on our central complaints register
  • Investigate the concerns raised.  Wherever possible, the person handling your complaint will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint

Within four weeks of receiving a complaint, we will send you a final response to confirm the outcome of the investigation into our concerns.

In exceptional circumstances it may be necessary to extend these timescales, but we will try to agree any variations with you first. If after eight weeks at the latest we are still not in a position to give you a final response, we will give you reasons for the further delay and indicating when we expect to be able to provide a final response and remind you that you may refer the handling of the complaint to the Legal Ombudsman if you are dissatisfied with the delay. 

If you remain unsatisfied after 8 weeks at the latest, we will always ensure that you are reminded at that time of how to make a complaint to the Legal Ombudsman if you are eligible to do so.

What might the outcome of my complaint be?

We very much regret any dissatisfaction which our clients experience and will not hesitate to apologise to you where our service has fallen below our high standards.  We may also agree we will provide you with fair compensation for any acts or omissions for which we are responsible.  We may also agree that certain steps will be taken to improve your situation and to ensure that any problems experienced will not reoccur.  

What if I remain unsatisfied?

If you are not satisfied with our decision regarding a complaint about us, you may be entitled to complain to the Legal Ombudsman about our service.  This service is not available to all clients however such as large businesses.  The Legal Ombudsman generally expects clients to follow a firm’s internal complaints procedure first.  You can find further information at www.legalombudsman.org.uk you write to the Legal Ombudsman at: 

Legal Ombudsman 
PO Box 6806
Wolverhampton
WV1 9WJ

or by email on enquiries@legalombudsman.org.uk or call on 0300 555 0333.  If you wish to raise a complaint with the Ombudsman then you should not delay bringing it to their attention once our own complaints process has concluded as there are some time limits on when this must be done.  For example, normally you must raise a complaint with the Ombudsman within six months of the firm’s own final decision on how to resolve your complaint. 

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.

The SRA Standards and Regulations can be found here https://www.sra.org.uk/solicitors/standards-regulations/
Visit their website https://www.sra.org.uk/consumers/problems/report-solicitor/to see how you can raise your concerns with them.