I have a concern or complaint about my matter – what do I do?
At Hutton’s we are committed to delivering a high standard of service. We pride ourselves on ensuring that you are always kept informed. As a consequence we always welcome feedback and have in place procedures to ensure that any concerns that you have are dealt with fairly and promptly.
Our Complaints Process
If you are unhappy about any aspect of the service you have received then in the first instance please contact either Susan.Russell@huttonslaw.co.uk or Tristan.Agland@huttonslaw.co.uk. You can also write to us Hutton’s Law, 16 St Andrews Crescent, Cardiff, CF10 3DD.
Your concern will be acknowledged and reviewed within 72 hours at which point you will be advised of any further information required. If the matter cannot be resolved at this point then it will be transferred to the Complaints Partner or such other Partner as nominated with a view to your concern being comprehensively responded to within 28 days.
Provided you are a member of the public or a very small business, charity, club or trust and for any reason we are unable to resolve any problem to your satisfaction or we do not deal with your complaint within eight weeks, or if you object to any bill, you can contact the Legal Ombudsman on 0300 555 0333 or by post at PO Box 6806, Wolverhampton WV1 9WJ or by email on firstname.lastname@example.org.
For additional details go to www.legalombudsman.org.uk. 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, if we do not deal with your complaint within eight weeks, six months after the expiry of the eight week period for dealing with your complaint. You may also apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about the bill if you have applied to the court for assessment of the bill. In relation to Financial Services matters you have a right to complain to the Financial Ombudsman Service.
If you are concerned about our professional behaviour, for example you believe we have been dishonest or deliberately over charged you or you believe we have discriminated against you, you may be able to complain to the Solicitors Regulation Authority.
This policy and complaints procedure is implemented in accordance with the requirements of the Solicitor Regulation Authority rule on complaints handling and is notified to clients in our Terms and Conditions of Business.Back To News & Insights