Complaints


We want to give you the best possible service. However, if at any point you become unhappy with the service Hilcrest Solicitors have provided to you or have concerns about your bill then you should inform us immediately so that we can do our best to resolve the problem for you. 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 at this stage. If you would like to make a formal complaint, then we have a procedure in place which details how we handle complaints, and, which is available on request. Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you 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.

You can raise your concerns with the Solicitors Regulation Authority.

What do to if we cannot resolve your complaint

We have eight weeks to consider your complaint. You must have tried resolving your complaint with us first but if we are unable to help you then you can have the complaint independently looked at by the Legal Ombudsman.

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 the act/ omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

The act or omission, or when you should have reasonably known there was cause for complaint, must have been after 5 October 2010.

If you would like more information about the Legal Ombudsman their contact details are as follows:

Visit www.legalombudsman.org.uk

Call 0300 555 0333 between 9.00am to 5.00pm.

Email enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ