Complaints Procedure

At Halton Law, we endeavour to offer good services at all paramount times.

However, should the lay or professional client have a complaint, the fee earner concerned will seek to resolve the matter with the client by himself first. If the client still remains unsatisfied with the concerned fee earner’s response, the below said complaints procedure should aid in resolving the complaint as effectively and as reasonably as possible.

Any formal complaint received in our firm should be notified to the Complaints Manager, Mr Nazar Mohammad, together with copies of all significant supporting correspondence etc.

  1. A complaint is any material expression of dissatisfaction which is about a matter which covers negligence, incompetence or a significant shortfall in levels of service. The complaint should be made in writing to either the relevant fee earner or the Complaints Manager.
  2. All complaints will be acknowledged, preferably in writing, within 72 hours of receipt, and a copy of this procedure will be included in the acknowledgement.
  3. The client will also be advised when a full reply will follow, which would be within 8 weeks.
  4. The existence of this procedure does not prohibit our firm from dismissing, without further investigation, complaints that are manifestly without merit.
  5. If a complainant, having had the matter reviewed by the Complaints Manager, is still unsatisfied, he may take the complaint to the Legal Ombudsman who can be contacted at :

Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Tel : 0300 555 0333  Website: www.legalombudsman.org.uk

In normal circumstances the Ombudsman expects the matter to be referred to his office within six months of the final letter from our firm regarding the complaint. Further time limits can be found at their website.

If however our firm does not deal with the complaint within 8 weeks of the initial contact, then the matter may be referred directly to the Ombudsman’s office.

Any conversation, whether verbal or written, with regards to the complaint, will be dealt with the utmost confidentiality and will be disclosed only to the extent that is necessary. Disclosure will only be available to the Complaints Manager and anyone involved in the complaint and its investigation.