Our complaints policy
We are committed to providing a high quality legal service to all our clients.  If something goes wrong, we need you to tell us about it.  This will help us to monitor and continually improve our standards.

Our complaints procedure
If you have a complaint, we will ask you to contact our Practice Manager with the details.

What will happen next?
1.       The Practice Manager will send you a letter acknowledging receipt of your complaint normally within 3 working days of receipt and enclose a copy of this procedure. The complaints procedure is always available from the Practice Manager or directly on our website www.hayesandstorr.co.uk

2.       The Practice Manager will then investigate your complaint.  The Practice Manager will review your file and speak with the person who acted for you, together with the Head of the Department concerned.

3.       Should we require additional information or need to invite you to a meeting to discuss and hopefully to resolve the matter, the Practice Manager will contact you within 14 days of our acknowledgement letter.  Following any meeting, we will write to you normally within 3 working days of the meeting date confirming what took place and any solutions agreed with you.

4.       Should a meeting, for whatever reason, not have taken place, we will send a detailed reply to your complaint, including any suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

5.       At this stage, if you are still not satisfied, you should contact us again and we will arrange for the Senior Partner to review the matter.

6.       We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

7.       If you are still not satisfied, you can then contact the Legal Complaints Service at Victoria Court, 8 Dormer Place, Leamington Spa, Warwickshire CV32 5AE about your complaint.  Any complaint to the Legal Complaints Service must usually be made within six months of the date of our final decision on your complaint but for further information, you should contact the Legal Complaints Service on 0845 608 6565 or refer to www.legalcomplaints.org.uk

If we have to change any of the timescales above, we will let you know and explain why.

For further information on complaints please click here.