info@havengreensolicitors.co.uk
(020) 3745-8786
Complaints Procedure
What to do if you are unhappy with our service
Haven Green Solicitors is committed to providing legal advice and client care of a high standard. If, however, you should become dissatisfied or concerned about the level of service we have provided you should let us know in order that we may address easing your concerns and resolve your complaints.
Step 1 – Concerns
Should you be dissatisfied with any aspect of our service please ensure that you raise your concerns with us immediately. In the first instance, contact the person dealing with your matter by email or telephone on 020 3745 8786. They will attempt to satisfactorily resolve any issues you may have. If their response is unsatisfactory, please contact this firm’s Director on info@havengreensolicitors.co.uk to further discuss the issues. We will do our utmost to resolve your concerns.
Step 2 – Complaints
In the event that the matters raised remain resolved, there is a process in place whereby details of our complaints handling procedure can be requested from our office. It is considered preferable to seek a resolution by raising your concerns with us initially rather than making a complaint in the first instance. Should you wish to obtain details of our complaints handling process, after first having raised your concerns with us, please write to us at: Haven Green Solicitors, 41 The Broadway, London W5 2NP or email us at info@havengreensolicitors.co.uk. We will have eight weeks in which to consider your complaint and to issue you with a final outcome with regard to your formal complaint. Should a longer investigation be required, we will revert to you within that time to advise when you can expect us to provide you with a final outcome.
If we have not resolved your complaint or issued you with a final outcome within this time you may complain to the Legal Ombudsman on Tel. No. 0300 555 0333, by email at enquiries@legalombudsman.org.uk or by post at Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ (www.legalombudsman.org.uk) to consider your complaint. This should be brought before the Legal Ombudsman within 6 months of receipt of our final written response in respect of your complaint or within 6 years of the act or omission about which you are complaining or, if outside this period, within three years of when you should reasonably have been aware of it.
What to do if you are unhappy with our behavior
The Solicitors Regulation Authority can assist if you are concerned about our behavior. This could include dishonesty, taking or losing your money or treating you unfairly owing to age, disability or other characteristics. Visit the Solicitors Regulation Authority website to ascertain how to raise your concerns with them.