Complaints

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided or our fees then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the Principal, Geoff Gilbert to discuss your concerns and we will do our best to resolve any issues at that stage.    If you would like to make a formal complaint, then you can read our full complaints procedure here - Hardwick Legal Complaints Procedure.

Making a complaint will not affect how we handle your case.

You can refer the matter direct to the Solicitors Regulation Authority if you believe that we have breached any of the rules and regulations prescribed by the Solicitors Regulation Authority or if you are generally 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.  You can raise your concern with the Solicitors Regulation Authority at:

https://www.sra.org.uk/consumers/problems/report-solicitor.page

The Solicitors Regulation Authority’s contact details are as follows:

Address: The Cube, 199 Wharfside Street, Birmingham B1 1RN

Website: www.sra.org.uk

Telephone: 0370 606 2555

What to do 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 it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.  If you have, then generally you must take your complaint to the Legal Ombudsman:

1. within six months of receiving from us a final response to your complaint; and
2. either:
   • no more than one year from the date of the act or omission being complained about; or
   • no more than one year from the date when you should reasonably have known there was cause for complaint.

The Legal Ombudsman has discretion to investigate complaints which fall outside those time limits where it is fair and reasonable to do so such as in the case of illness, injury or a bereavement.

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

Contact details:

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

Call: 0300 555 0333 between 9am to 5pm

Website: www.legalombudsman.org.uk

Email: enquries@legalombudsman.org.uk