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COMPLAINTS PROCEDURE

Last updated: October 2021

We are committed to providing a high-quality legal service. However, we may not always get it right, so if something has gone wrong, including in relation to our charges, we need you to tell us. This will help us to improve our standards of service.

 

How do I make a complaint?

 

You can contact us in writing (by letter, fax or email) or by telephone. 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 do not feel able to discuss your concerns with them, please contact the person responsible for the overall supervision of your matter, who will be named in the engagement letter we sent you at the beginning of your matter.

To help us to understand your complaint, and in order that we do not miss anything, please tell us: (i) your full name and contact details; (ii) what you think we have got wrong; and (iii) how you would like your complaint to be resolved.

If you require any help in making your complaint we will try to help you.

How will you deal with my complaint?

 

We will write to you within two working days acknowledging your complaint, enclosing a copy of this policy. We will investigate your complaint. This will usually involve: (i) reviewing your complaint; (ii) reviewing your file(s) and other relevant documents; and (iii) liaising with the person who dealt with your matter.

 

We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time. We will update you on the progress of your complaint at appropriate times. We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you by telephone or video conference.

We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.

What to do if we cannot resolve your complaint

 

If we are unable to resolve your complaint, and it relates to a contract we entered into online or by other electronic means, you may also be able to submit your complaint to an approved alternative dispute resolution provider in the UK via the EU ‘ODR platform’.

The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumer clients only, i.e. where you have instructed us for purposes outside your trade, business, craft or profession. The website address for the ODR platform is: http://ec.europa.eu/odr.

What will it cost?

 

We will not charge you for handling your complaint. Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is explained in our engagement letter.  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 at this stage. Alternatively you can contact our complaints manager Christopher Driscoll on chris@hatchlinglaw.com

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