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Complaints

Complaints

We don’t receive very many formal complaints about our services or staff as we try very hard to give you the best quality service and try to deal with any issues as they arise.

If at any point you become unhappy or concerned about the service we are providing or have provided then you should inform us immediately as we want to try  our best to resolve any problems as soon as we are able.

We take formal complaints received very seriously and try our best to resolve the issues being complained about and put things right for our clients.

If your matter with us is ongoing making a complaint will not affect how we handle your matter.

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 very best to resolve any issues you raise at this stage.

If you would like to make a formal complaint, then you can read our full complaints procedure here : Hannays Complaints Procedure 1/5/2022

Kim Rainford, our Managing Director, is our Complaints Manager and he can be contacted directly by calling 0191 4555361 or writing to us at our address.

Although we hope to be able to resolve any issues raised in a complaint ourselves, the Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

What do to if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and decide an outcome that both parties have to adhere to.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first and that we have reached a final outcome.

If you want to use the Ombudsman service, then you must take your complaint to the Legal Ombudsman within the following time period:

  • Within six months of receiving a final response to your complaint from us,
    and
  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them directly.

Legal Ombudsman contact details:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

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

Negligence and Insurance Claims
Some complaints issues cannot be dealt with under our complaints procedure, or provide an effective outcome through the Ombudsman,  for instance if we have been negligent in carrying out the work we have completed for you.

You may not know if we have been negligent while conducting your matter, but if  you raise your complaint with us and we recognise that it negligence is involved we will inform you  that we cannot deal with the matter trough our complaints process. We will advise you to seek independent legal advice and we will report the matter to our indemnity insurers. We want all matters to  be dealt with fairly and properly. To date, we have a very low level of insurance claims as we try very hard to offer a quality legal service and get things right for our clients.

 

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Contracted with the Legal Aid Agency