Complaints

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

What to do if we cannot resolve your complaint

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6167, Slough, SL1 0EH

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

Shemmings Hathaway Complaints Procedure

It is our intention to provide the best possible service to all our clients. If you are unhappy with our service, then do tell us about it and we will do our best to sort out the problem.

If you have a complaint, then please, send us a letter or email to us detailing your concerns.

Your complaint should set out full details of your complaint and how you would like your complaint to be resolved.

What will happen next?

The Partner responsible for your file will deal with your complaint in the first instance. We will acknowledge receipt of your complaint and we may also need to request some further information or documents. If so, we will ask you to provide this information within a specific period of time.

The Partner will then investigate your complaint and will review your file and will speak to any other member of staff who acted in this matter for you. We will, within 14 days of sending you the acknowledgment letter, if appropriate, invite you to a meeting to discuss and hopefully resolve the matter. Within three days of the meeting, the Partner will write to you to confirm what took place and any solution that has been agreed with you.

If you do not want a meeting or if it is not possible, the Partner responsible will send you a detailed written reply to your complaint, including suggestions for resolving the matter within 14 days of acknowledging the complaint.

If by this stage, you are still not satisfied, you should write to us again and Sarah Shemmings, the Managing Partner, will then review the complaint and she will write to you within a further 10 working days.

If you remain dissatisfied, you are able to raise your complaint with The Legal Ombudsman.

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

Within six months of receiving a final response to your complaint; and
No more than one year from the date of act/omission; or
No more than one year from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

The Contact details for the Legal Ombudsman are:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Address: Legal Ombudsman PO Box 6167, Slough, SL1 0EH