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 2019. 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.
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.