Complaints Procedure

We seek to offer a friendly, efficient and competitive service. However, we understand that on occasion, you may feel that standard of service has not met with your expectations. Hedleys & Co treat all such matters with the upmost of importance and will try to do all they can to resolve any issue to your satisfaction.

In the first instance, we suggest that you contact the fee earner who has conduct of your matter to see if they can resolve the issue. However, if they are unable to deal with your enquiry satisfactorily, or your do not feel you can deal with them directly, you should contact our Complaints Handling Officer, Gulnaz Qurban. Please outline the basis of your complaint in writing for Miss Qurban’s attention and she will then contact you to assist. If you would prefer to deal with Miss Qurban face to face, please contact the office and she will be happy to meet with you to discuss any problems you are having.

Miss Qurban will seek to acknowledge your complaint within 10 days of receipt and we will seek to deliver our final response with 8 weeks of the acknowledgement letter.

We hope that we will be able to deal with any concerns you may have to your satisfaction. However, it is our duty to advise that if you are not satisfied with the level of service you have received from this firm, you can refer your complaint to the Legal Ombudsman at the following address:

We are authorised and regulated by the Solicitors Regulation Authority (www.sra.org.uk) and the rules and regulations governing how we should act and carry out our business are contained in the SRA Standards and Regulations 2019. These can be accessed and downloaded at https://www.sra.org.uk/solicitors/standards-regulations/ or by asking us to provide a copy. You can contact the Solicitors Regulatory Authority by telephone: 0300 606 2555 or via the website www.sra.org.uk.

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

We hope that such a referral will not be necessary and we will endeavour to deal with your complaint with the greatest expediency.