Complaints Procedure

Haddletons is committed to providing you with an excellent service. If you have a suggestion, query or complaint we want to hear about it.

We operate a written complaints procedure in compliance with the requirements of the Solicitors Regulation Authority. You can find the Code of Conduct governing solicitors at www.sra.org.uk.

In the first instance, you may contact the person dealing with your matter. Ultimately, if you remain unsatisfied, please read our complaints procedure below.

Designated Complaints Handler

If you have a query or complaint about our services or an invoice, it will be dealt with by James Haddleton, our Chief Executive Officer. You can write to James or contact him at:

Haddletons
Windsor House
Cornwall Road
Harrogate
HG1 2PW

Tel: 0333 023 1700

What happens next?

  • We will contact you to acknowledge receipt of your complaint and we will promptly start an investigation.
  • We may contact you during the investigation if we need any further clarification about the issues you have raised. We may not be able to fully investigate your complaint until you have provided us with any information or documents requested.
  • Once we have concluded our investigation, we will send you a final written response to your complaint. This will include confirmation of our position on your complaint, an explanation of our reasons and our suggestions for resolving the matter.
  • We have eight weeks to consider your complaint. If we have not resolved it within this time you may have the right to complain to the Legal Ombudsman at PO Box 6806 Wolverhampton, WV1 9WJ, or at enquiries@legalombudsman.org.uk or by telephone on 0300 5550333 or +44 121 245 3050 (from overseas).
  • The Legal Ombudsman deals with complaints by consumers and very small businesses. This means some clients may not have the right to complain to the Legal Ombudsman, such as charities or clubs with an annual income of more than £1 million, trustees of trusts with an asset value of more than £1 million and most businesses (unless they are defined as micro-enterprises). This does not prevent you from making a complaint to us or from obtaining redress by mediation or arbitration, or by taking action through the courts.
  • Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurred (or if outside of this period, within three years of when you should reasonably have been aware of it).
  • If your complaint relates to charges or expenses contained in an invoice we have asked you to pay, you may also be entitled to apply to a court under Part III of the Solicitors Act 1974 to ask the court to assess the reasonableness of any charges and expenses contained in such invoice. If all or part of an invoice remains unpaid, we may be entitled to charge interest.

Contact us

If you have any questions about this Notice, the way we process personal information or any aspect of our Website, please contact us at Haddletons, Windsor House, Cornwall Road, Harrogate HG1 2PW or email at info@haddletons.com or by telephone on +44 (0) 333 023 1700.

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