Complaints Handling Procedure

Hollins Wood Solicitors is committed to providing a high-quality legal service to all our clients. We value your feedback and take complaints very seriously. If something goes wrong, we want to hear about it, so we can put it right and improve our standards.

1. How to Make a Complaint

If you are unhappy with any aspect of our service, including our bill, please let us know as soon as possible by contacting:

Complaints Manager

Hollins Wood Solicitors, Orlando Street, Surestore, Bolton, BL2 1DU

Tel: 01204 324 214

Email: spatel@hollins-woodsolicitors.com

2. Our Complaints Process

• Acknowledgement: We will acknowledge receipt of your complaint within 7 days.
• Investigation: Your complaint will be investigated by our Complaints Manager (or another senior solicitor if the complaint concerns the Complaints Manager).
• Response: We aim to provide a full written response within 8 weeks of receiving your complaint. If more time is required, we will explain why and give you a revised timescale.
• Outcome: We will tell you whether your complaint has been upheld, what action we will take to remedy the issue, and whether any redress is appropriate.

3. If You Are Not Satisfied

If you are not satisfied with our response, you may be able to refer your complaint to the Legal Ombudsman.

• You must usually refer your complaint to the Legal Ombudsman within six months of our final written response to your complaint; and
• No more than six years from the date of the act/omission complained of; or
• No more than three years from when you should reasonably have known there was cause for complaint.

Contact details:

Legal Ombudsman

PO Box 6167, Slough, SL1 0EH

Tel: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

4. Complaints About Conduct

The Legal Ombudsman deals with complaints about the service we provide. If you are concerned about our behaviour (e.g. dishonesty, misuse of client money, or discrimination), you can raise this directly with the Solicitors Regulation Authority (SRA).

SRA Contact: Website: www.sra.org.uk/consumers/problems

5. Review of Complaints

We regularly review complaints received and the outcomes to help us improve our services.