Complaints procedure for clients
Hogan Brown is committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it so we can do our best to resolve any issues you have. This will help us to improve our standards of service. Our aim is to resolve any issues you might have as quickly and amicably as possible.
Our complaints handling procedure
If you have a complaint or have any concerns about our services or a bill, please follow the following steps.
- Most issues can be resolve quickly by contacting the person acting on your behalf and letting them know what concerns you have. Please contact your representative by phone or e-mail and they will try to solve the issue to your satisfaction.
- If you feel uncomfortable doing this or your representative does not deal with your concerns to your satisfaction then the next step is contact our Director responsible for Client Care, John Brown. He can be contacted on 0151 243 7500 or e-mail email@example.com
If the complaint is a about John, then please contact Michael Hogan on 0151 243
7500 or e-mail firstname.lastname@example.org.
Please explain the reasons for your concerns and if possible this should be done
What happens next?
- We will send you a letter acknowledging receipt of your complaint within three days of you raising your concerns, enclosing a copy of this procedure.
2. We will then investigate your complaint. This normally involves our Client Care
Director Mr John Brown, reviewing your matter file and speaking to the member
of staff who acted for you.
3. If it is felt to be appropriate Mr Brown may invite you to a meeting to discuss and, it
is hoped, resolve your complaint. He will do this within 14 days of sending you the
4. If a meeting is held then within three days of the meeting, Mr Brown will write to
you to confirm what took place and any solutions he has agreed with you. If you do
not want a meeting or it is not possible or not necessary to hold one, Mr Brown will
send you a detailed written reply to your complaint, including his suggestions for
resolving the matter, within 21 days of sending you the original acknowledgement
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 matter we may arrange for another partner to review the
6. We will write to you within 14 days of receiving your request for a review,
confirming our final position on your complaint and explaining our reasons.
If we have to change any of the timescales above, we will let you know and explain why. Under our professional regulations we are allowed a period of 8 weeks to resolve your complaint.
Please be aware there are no charges to you for dealing with a complaint.
Complaints about a bill
If your work is privately funded (not paid for by Legal Aid), you also have the right to complain about or challenge the Bill by applying for an assessment of the Bill under Part III of the Solicitors Act 1974 but please note that the Legal Ombudsman may not consider a complaint about the Bill if you have applied to the Court for assessment of the Bill.
The Legal Ombudsman (LEO)
The Legal Ombudsman (LEO) is the regulatory organisation responsible for dealing with complaints about legal services. If at the end of our complaints procedure you are still not happy with the outcome then you are able to raise the issue with the LEO by writing to:
The Legal Ombudsman, PO Box 6806, Wolverhampton,WV1 9WJ.
Or call their Helpline on 0300 555 0333
Or e-mail email@example.com
Please be aware that the LEO will not consider your complaint until our own internal complaint procedure has been completed.
Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.
Alternative Dispute Resolution
In addition to your right to raise a complaint with the Legal Ombudsman there are alternative complaints bodies (Ombudsman Services, ProMediate and Small Claims Mediation for example) which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
Details of these can be found at: www.ombudsman-services.org www.promediate.co.uk www.small-claims-mediation.co.uk.
We may not agree to use an alternative dispute resolution chosen by a client.