We don’t receive many formal or informal complaints about our services or our staff, as we try to provide the best service possible and 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 to allow us to resolve any issues as soon as we are able to do so.

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

If your matter with us is ongoing, it may be helpful to contact the person who is working on your case in the first instance. This will allow you to discuss your concerns and we will do our very best to resolve any issues you raise.

We would like to assure you that making a complaint will not affect how we continue to handle your matter.

If you would like to make a formal complaint, then you can read our full complaints procedure here : Hannays Complaints Procedure 22/1/24

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

What do to if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint between ourselves.

The Legal Ombudsman Service 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,
  • No more than one year from the date of act/omission; or
  • One year from the date when the complainant should have realised that there was a cause for complaint.

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

Legal Ombudsman contact details:


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


Write: Legal Ombudsman PO Box 6167, Slough, SL1 0EH

Negligence and Insurance Claims
To date, we have a very low level of insurance claims as we try very hard to offer a good quality legal service, employ well qualified staff and try to get everything right for our clients.

Some complaints cannot be dealt with under our complaints procedure or by the Legal Ombudsman for instance if we have been negligent in carrying out the work we have completed for you and you have suffered a financial loss that cannot be dealt with by using our Complaints Process.

You may not know that we have been negligent while conducting your matter, but if  you raise a complaint with us and we recognise that negligence is involved we will inform you that we cannot deal with the matter through our complaints process. We will advise you to seek independent legal advice and we will report the matter to our indemnity insurers for further consideration.

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