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Complaints Handling Procedure

HRC Law LLP is committed to providing a high quality legal service to all our clients.  However, if at any point you become unhappy with the service we have provided to you or you have concerns about your bill then you should inform us immediately so that we can do our best to resolve the problem for you.  This will help us to improve and to maintain our standards.

Our complaints handling procedure

If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed.

In the first instance please contact our support team on 0161 358 0545 or by email at: carolynwray@hrclaw.co.uk.

What will happen next?

  1. We will ask you to put your complaint in writing.  You could do so by filling it and sending us a completed complaint form, but you needn’t use this form.
  2. Your complaint will be passed to a partner who has not previously been involved with your matter.
  3. We will then investigate your complaint.
  4. We will send you a detailed written reply to your complaint, including our suggestions for resolving the matter.
  5. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the circumstances we may at this stage arrange for another partner to review the decision.
  6. We will write to you to confirm our final position on your complaint and explain our reasons.
  7. We have eight weeks to consider your complaint. If we are unable to help you, then, if you are an individual or an eligible entity, you may be able to have the complaint independently looked at by the Legal Ombudsman.

The Legal Ombudsman

The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem.  If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint.

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 8.30am to 5.30pm.

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landlines.

Calls are recorded and may be used for training and monitoring purposes.

For minicom call: 0300 555 1777

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman
PO Box 6806,
Wolverhampton,
WV1 9WJ

Do not send original documents to the Legal Ombudsman.  They will scan any documents you send to make computer copies and then destroy the originals.

EU online Dispute Resolution service

If you are a client and we have made a contract with you by electronic means you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. This service can be found at https://webgate.ec.europa.eu/odr.  Our email address is carolynwray@hrclaw.co.uk.