Regulation of Legal Services
HSR Solicitors is a member of The Law Society of England and Wales. The Solicitors Regulation Authority is the independent regulatory arm of The Law Society. The Legal Complaints Service is the independent complaints handling arm of The Law Society. HSR Solicitors is recognised as a professional body by, and regulated by, the Solicitors Regulation Authority. HSR Solicitors, its partners and employees are governed by the Solicitors’ Code of Conduct 2011. The Code can be viewed on the website of the Solicitors Regulation Authority www.sra.org.uk
Our Complaints Procedure
It is important to us that we provide services of the highest quality to all of our clients. We aim to ensure that any complaints that clients may have are identified and dealt with in accordance with this procedure.
Making a complaint
You can register your complaint with the person dealing with your matter or the Practice Manager, who is responsible for ensuring that complaints are handled effectively and in accordance with this procedure.
Investigating your Complaint
- We will acknowledge your complaint within seven days.
- We will conduct a full investigation and an independent review of your matter.
- We aim to respond in full within 28 days. However, if your complaint is of a more complex nature we will require more time but we will let you know when you will receive a full response.
- Will reply to you, usually in writing to tell you our views on your complaint and how we propose to resolve it, hopefully to your satisfaction.
- If you are dissatisfied with the outcome, or the way your complaint has been handled, you may write to the Practice Manager who will make such further investigations as are necessary.
- The Practice Manager will inform you of the conclusions and any alternative proposals to resolve your complaint, usually within 28 days of this being referred to him.
- If still unresolved at this stage, you may take your complaint to the Legal Ombudsman.
The Legal Ombudsman is an independent organisation established by the Legal Services Act 2007, it is ultimately responsible to Parliament. The Legal Ombudsman deals with complaints about the legal profession. 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 twelve months of our final response to your complaint.
The Legal Ombudsman may:
- · Investigate the quality of professional service supplied by a solicitor to a client.
- · Investigate allegations that a solicitor has breached rules of professional conduct.
- · Express a view on whether a solicitor’s charges are fair and responsible.
The Legal Ombudsman will not:
- · Determine whether a solicitor has been negligent.
- · Give legal advice or tell a solicitor how to handle a case.
- · Review the outcome of a court case.
- · Review a decision of the Legal Services Commission (the body that regulates the provision of legal aid).
Before it will consider a complaint the Legal Ombudsman generally requires that the firm’s internal Complaints Procedure has been exhausted. If it is necessary to involve the Legal Ombudsman it may take up to six months from the end of the firm’s procedure; this can be checked at www.legalombudsman.org.uk. If the Legal Ombudsman is satisfied that the firm’s proposals for resolving a complaint are reasonable, it may decline to investigate further.
The Legal Ombudsman’s address is: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ; telephone, 0300 555 0333; or view their website at www.legalombudsman.org.uk.
Confidentiality and Security
The firm acknowledges that the information you provide may be confidential. The firm will maintain the confidentiality of and protect your information in accordance with the firm’s normal procedures and all applicable laws.
Privacy & Data Protection
Please note that our work for you may require us to give information to third parties such as expert witnesses and other professional advisors.
HSR Solicitors is fully compliant with the Data Protection Act. We are registered with the Information Commissioner under registration number Z1104897
Equality & Diversity Policy
HSR Solicitors is committed to promoting equality and diversity in all dealings with clients, third parties and employees. Please contact us if you would like a copy of our equality and diversity policy.
HSR Solicitors is registered with HM Revenue & Customs under number 839 2738 89
Professional Indemnity Insurance
HSR Solicitors has Professional Indemnity Insurance within England & Wales as required by the Solicitors Regulation Authority of England and Wales. Our current insurers are:
AmTrust Europe Limited
This website contains general information and, although HSR Solicitors endeavors to ensure that the content is accurate and up-to-date, no representation or warranty, express or implied, is made as to its accuracy or completeness and therefore the information on this website should not be relied upon.
Users should always seek appropriate legal advice from a suitably qualified lawyer before taking, or refraining from taking, any action. The contents of this website should not be construed as legal or other professional advice and HSR Solicitors disclaims liability for any loss, howsoever caused, arising directly or indirectly from reliance on the information on this website