Complaints Procedure

How to make a complaint

In the first instance, please raise your concern with the solicitor handling your matter. If you would prefer to escalate it, contact us in writing:

• ✅ Email: info@hannahgoldsolicitors.co.uk
• ✅ Telephone: 0300 373 5366
• ✅ Post: Hannah Gold Solicitors, 4 Foundry Street, Dewsbury, West Yorkshire, WF13 1QQ

Please tell us your name, your file reference if you have one, what you believe has gone wrong, and what you would like us to do to put it right.

What happens next

• ✅ We will acknowledge your complaint in writing within 5 working days.
• ✅ We will investigate, which normally involves reviewing your file and speaking to the person who acted for you.
• ✅ We will write to you with our findings and any proposed resolution within 8 weeks of receiving your complaint.

If you are still not satisfied

If we have not resolved your complaint within 8 weeks, or you remain unhappy with our response, you can ask the Legal Ombudsman to consider it. The Legal Ombudsman looks at complaints about the service you received.

• Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
• Telephone: 0300 555 0333
• Email: enquiries@legalombudsman.org.uk
• Website: www.legalombudsman.org.uk

You must normally refer your complaint to the Legal Ombudsman within six months of our final written response, and within one year of the act or omission complained about, or within one year of you realising there was a concern.

Reporting a concern to the SRA

The Solicitors Regulation Authority deals with concerns about professional conduct rather than service, for example dishonesty, discrimination or a breach of the SRA Standards and Regulations. You can report a concern at www.sra.org.uk.

Complaints about our bill

You also have the right to object to a bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. If you apply for an assessment, the Legal Ombudsman may not consider your complaint.