Complaints Policy

Our Complaints Policy

We are committed to providing you with a high-quality service. We do, of course, welcome any suggestions you might wish to make which you think could help to improve our service. If, at any time, you are not happy with the service you are receiving from the firm, please let us know. You are valued by us and we should like the opportunity to put matters right if any problems do arise. The firm ensures your complaint is dealt with promptly, fairly and effectively.

Internal Complaints Procedure

If something goes wrong you need to inform us immediately. We shall deal with any complaint you may have internally. A complaint can include an issue over a bill you have received. If we are unable to resolve your complaint you have the right to refer the complaint to The Legal Ombudsman. However, it is important that you must provide us with a reasonable opportunity to try to put matters right before referring the issue to the Legal Ombudsman.

Time Scales & Procedure (Internal Complaints)

Whatever your complaint you will firstly need to contact your named legal advisor in writing setting out your complaint in detail. Address the correspondence to R James Hutcheon Solicitors, Head Office, 98 Rose Lane, Mossley Hill, Liverpool L18 8AG. We will record your complaint in our central register and open a separate file. We will do this within 5 working days of receiving your complaint. All aspects of your complaint will be reviewed. In your correspondence, you must provide your reference number and daytime telephone contact number.

In the unlikely event that we have been unable to resolve your complaint at Stage 1, your complaint will be dealt with by our Principal Solicitor, Mr Ronnie Hutcheon, our client care officer. The complaint will be dealt with within 10 working days upon receipt of your written letter or email. Please note that the time to deal with your complaint may be shorter if there is any urgency. If the complaint is complex this may take longer and you will be told of the anticipated time when a decision can be made. We operate and aim to deal with your complaint within an 8 week period.

Should you still remain unhappy with our response, you should contact us again. We will then arrange to review our decision within 15 working days. At this point, we will write to you confirming our final position on your complaint and explaining our reasons.

The Legal Ombudsman

If you are not fully satisfied with our final response, you may be eligible to refer the matter to the Legal Ombudsman. You must do so within 6 months of our final response. It is important that you give us the opportunity to set right the problem before referring to the Legal Ombudsman, as they will normally only consider your complaint when they see that it has not been possible to reach a satisfactory outcome with us directly.

The contact details of the Legal Ombudsman are:

In addition, if you feel that your complaint is not dealt with adequately within the specified 8 week period then you can put forward your complaint to the Legal Ombudsman. Please be aware that if your complaint relates to a bill which you have applied to the court to be assessed the Legal Ombudsman may be unable to deal with the complaint. Furthermore, if all or part of our bill remains unpaid by you we may be entitled to charge interest.

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