- Delivering Exceptional Client Value

Complaints

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 email or post, as follows:

  • Telephone: 020 8911 9169/ 020 8514 4878
  • Mobile: 07878 129 888
  • Email: info@hilcrestsolicitors.co.uk
  • Post: 209a Ilford Lane, Ilford, Essex IG1 2RU

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 7 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 working days of the letter acknowledging your complaint. If your complaint is more complex, we may require more time, and will let you know by 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.

We would make it clear that there is no charge for complaints handling.

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 one year from the date of the act or omission being complained about; or
  • No more than one year from when you should have realised that there was cause for complaint.
 

If you would like more information about the Legal Ombudsman, their contact details are as follows: