We want to address concerns promptly and fairly.
If you are unhappy or concerned about the service provided by HQ Law, please raise the issue with us so that we have the opportunity to put matters right.
Our complaints process
In the first instance, it may be helpful to raise your concern with the person dealing with your matter. If you would prefer to make a formal complaint, write to HQ Law Limited at chris@hqlaw.co.uk or at Westbrook Lea, Bognor Road, Broadbridge Heath, Horsham, West Sussex, RH12 3PT, clearly marking the correspondence “Complaint”. Making a complaint will not affect how we handle your case.
We will acknowledge a formal complaint, investigate the issues raised and provide a written response. We aim to resolve complaints as quickly as reasonably possible and, in any event, within the period allowed before a complaint may normally be referred to the Legal Ombudsman.
If we cannot resolve your complaint
The Legal Ombudsman can consider complaints about service once you have first tried to resolve the complaint with us. A complaint can normally be taken to the Legal Ombudsman if we have given our final response or if eight weeks have passed since the complaint was made.
We will send our final written response within eight weeks of receiving your complaint.
Who can use the Legal Ombudsman?
The Legal Ombudsman can consider complaints from individuals; micro-enterprises (broadly, businesses with fewer than 10 employees and turnover or balance sheet not exceeding €2 million); charities, clubs, associations and societies with an annual income under £1 million; trustees of trusts with a net asset value under £1 million; and personal representatives or beneficiaries of estates. Most larger companies cannot use the Legal Ombudsman, but can still complain to us directly and raise conduct concerns with the SRA.
Current Legal Ombudsman time limits generally require a complaint to be referred within six months of our final response and no more than one year from the act or omission complained about, or one year from when you should reasonably have known there was cause for complaint. The Legal Ombudsman may apply exceptions in some circumstances.
Legal Ombudsman
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
legalombudsman.org.uk →
Concerns about conduct
The Solicitors Regulation Authority deals with concerns about professional conduct, such as dishonesty, misuse of client money or serious breaches of the SRA’s rules. It does not usually deal with complaints about poor service, which are generally for the Legal Ombudsman after the firm has had an opportunity to respond.