Complaint Procedure

Complaint Procedure

Our Aim

We aim to deal with any complaint about our service promptly, fairly and effectively. We are committed to providing a high-quality legal service to every client, and if something goes wrong we want to know about it — it helps us put things right and improve how we work. There is never a charge for the time we spend resolving a complaint.

Who This Procedure Is For

This procedure is for clients of the firm. If you are not a client but are unhappy with how we have conducted ourselves, please see the Non-Client Complaints section further down this page.

Time Limits

Please raise a complaint within six months of the matter you instructed us on coming to an end, or within three months of becoming aware of the issue, whichever is later. These time limits are also set out in our Terms and Conditions and client care letter. If those limits have passed, you may still be able to complain directly to the Legal Ombudsman — they can confirm whether your complaint falls within their own time limits, which are ordinarily one year from the act or omission complained of, or one year from when you should reasonably have known there was cause for complaint.

Stage 1 — Speak to Your Case Handler

• In the first instance, raise your concerns directly with the person handling your case or transaction, by phone, email or post.
• If you would prefer not to raise it with them directly, or feel your concerns have not been fully addressed, ask for their supervisor — named in your engagement letter, or available on request.
• If neither your case handler nor their supervisor can resolve things to your satisfaction, your complaint moves to Stage 2.

Stage 2 — Formal Complaint to the Firm

If you remain unhappy, you can make a formal complaint to a director of the firm. Please set out as much detail as you can — the Legal Ombudsman publishes a template letter you may find useful at legalombudsman.org.uk. We prefer complaints in writing (by post or email) so we can respond fully to every point raised.

Highwood Solicitors
1 George Williams Way, Colchester, CO1 2JS
Email: info@highwoodsolicitors.co.uk
Phone: 01206 237456

Once received, here is what happens:

• We will acknowledge your complaint within five working days.
• We will let you know how long our investigation is likely to take — usually three to four weeks, though this can vary, and it will never exceed eight weeks from acknowledgement.
• We will review your file and, where appropriate, speak with your case handler, their supervisor, or a colleague with relevant expertise.
• We will write to you with the outcome, by whichever method you originally contacted us or prefer, and may offer to meet and discuss it with you.
• Where we agree the service fell short, we will work with you to put things right.
• Where we do not uphold the complaint, we will explain why, and let you know your options — including whether Alternative Dispute Resolution is available, or whether you can proceed to Stage 3.

Stage 3 — The Legal Ombudsman

If you remain unhappy after our final response, you have the right to refer your complaint to the Legal Ombudsman, an independent body — normally within six months of our final letter, which we will always make clear at the time.

Legal Ombudsman
PO Box 6806, Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Our Regulator

Highwood Solicitors is authorised and regulated by the Solicitors Regulation Authority (SRA), The Cube, 199 Wharfside Street, Birmingham, B1 1RN, meaning we are bound by the SRA Code of Conduct and other professional rules, available at www.sra.org.uk or by calling 0370 606 2555. Our SRA registration number is 8004032. If you believe we have acted dishonestly, unlawfully, or in breach of the SRA's principles, you may also raise this directly with the SRA using the details above.

Non-Client Complaints Procedure

If you are not a client of the firm but believe we have acted dishonestly, unlawfully, in breach of the SRA's principles, or you are otherwise unhappy with our conduct, please first raise the matter with the person you have been dealing with, or the person the complaint concerns. If this does not resolve the matter, please write to us with full details:

Highwood Solicitors
1 George Williams Way, Colchester, CO1 2JS
Email: info@highwoodsolicitors.co.uk
Phone: 01206 237456

Please raise non-client complaints within six months of the event concerned, or three months of becoming aware of it, whichever is later. After this, you may still be able to complain directly to the SRA, who can confirm whether your complaint falls within their own time limits.

We will confirm in writing, within 14 days of receiving your complaint, how and on what timescale we intend to deal with it — normally within 28 days, depending on its nature. Complaints may be considered by a director who is not the subject of the complaint. At any stage you may also ask the SRA to consider investigating. If you are legally represented in the matter giving rise to your complaint, we will correspond with your solicitor only.

Company Details

Highwood Solicitors is authorised and regulated by the Solicitors Regulation Authority, registration number 8004032. Company Registration Number: 14761230.