We want to give you the best possible service. However, if at any point you become unhappy with the service Hilcrest Solicitors have provided to you or have concerns about your bill 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 person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. You may prefer to put your concerns in writing, in which case, please write to or email that person directly.
If they are not able to resolve matters to your satisfaction or you would rather not speak to them or you would like to make a formal complaint, then please contact our Complaints Partner, Emeka Ezekwe, as soon as possible by phone and, (preferably, in writing) by fax, email or post, as follows:
Tel: 020 8911 9169
Fax: 020 8514 4878
Post: 277 Ilford Lane, Ilford, Essex IG1 2SD
Please mark any such complaint for the attention of: Mr. Emeka Ezekwe.
What we will do to resolve your complaint
Making a complaint will not affect how we handle your case. The complaint will be dealt with quickly and we will make a genuine effort to address your concerns.
We will acknowledge your complaint within five working days of receiving it to let you know that we are looking into your concerns.
After sending you an acknowledgment, we will subsequently write to you:
within 5 working days of the acknowledgement letter to invite you to a meeting to discuss and hopefully resolve the complaint, and
within 15 days of the meeting to confirm what took place and any agreements reached with you.
If you do not want a meeting or it is not possible to have one, the Complaints Partner will write you a detailed response to your complaint confirming his understanding of it, within 30 days of the letter acknowledging your complaint. If your complaint is more complex, we may require more time, and will let you know when you will receive a full response.
If our service to you is found to be below standard we will discuss ways in which we can make things better or, if appropriate, recompense you in some way.
The Solicitors Regulation Authority can help you if you are 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 concerns with the Solicitors Regulation Authority
What to do if we cannot resolve your complaint
We have eight weeks to consider your complaint. You must have tried resolving your complaint with us first but if we are unable to help you then you can have the complaint independently looked at by the Legal Ombudsman.
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 you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint and
- No more than six years from the date of the act/ omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
The act or omission, or when you should have reasonably known there was cause for complaint, must have been after 5 October 2010.
If you would like more information about the Legal Ombudsman their contact details are as follows:
Call 0300 555 0333 between 9.00am to 5.00pm.
Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ