We aim to provide the best possible service. However, if at any stage you become unhappy or dissatisfied with our service then you should inform us immediately so that we can rectify the problem.
Please follow these steps:
- It may be productive to contact the person dealing with your matter to discuss any concerns. This can be done in writing, in which case please send a letter or email to the person dealing with your matter.
- If the person dealing with your matter is not able to rectify your concerns to your satisfaction or if you find it difficult to discuss a complaint with them directly, please write to our Complaints Manager, Mr Adil Ali:
- Adil Ali – info@hudsongraysolicitors.co.uk
- 95 Westbourne Road, Marsh, Huddersfield, HD1 4LG
If you wish to meet Mr Adil Ali in person to discuss your complaint please inform us as soon as you can.
What we will do:
Our Complaints Manager will deal with your complaint as quickly as possible and make every effort to respond to any concerns raised. This will not impact how your matter is handled.
We aim to acknowledge any complaint within three working days.
We aim to investigate and fully respond to a complaint within 21 days, unless it is complex and requires more time, in which case we will notify you of any further time required. We may also contact you to provide us with further information if necessary.
Solicitors Regulation Authority (SRA)
The SRA can assist you if you are concerned with our practice. This can be for issues including dishonesty and discrimination. You can raise your concerns with the SRA via:
https://www.sra.org.uk/consumers/problems/report-solicitor
Solicitors Regulation Authority Contact Details:
Address: The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Telephone: The Solicitors Regulation Authority’s contact centre’s number is 0370 606 2555
Email: report@sra.org.uk
Website: www.sra.org.uk
What to do if we cannot resolve your complaint:
Legal Ombudsman:
If for any reason you are not satisfied with the service which you receive and remain unhappy after discussing it with the lawyers dealing with your case, you can raise the matter with Adil Ali, who is the complaints handler of Hudson Gray Solicitors.
It may help if you put your complaint in writing, explaining what action you would like us to take and keeping a copy yourself, though this is entirely up to you. Your complaint will be considered, and we will confirm in writing what Hudson Gray Solicitors will do about it. This will be at no extra cost to you.
The Legal Ombudsman
If, after complaining to Adil Ali, you have not received a response within 8-weeks or are not satisfied with the final response, you may complain to the Legal Ombudsman, which is a free and independent service and has formal powers to resolve complaints about lawyers.
You may contact the Ombudsman by post to Legal Ombudsman, PO Box 6167, Slough SL1 0EH, by telephone on 0300 555 0333 (+44 121 245 3050 if calling from overseas or minicom on 0300 555 1777) and by e-mail at enquiries@legalombudsman.org.uk. Do not send original documents to the Ombudsman as they will scan any documents to make computer copies and then destroy the originals.
If you wish to complain to the Ombudsman, you should do so within 6-months of receiving Hudson Gray Solicitor’s final response to your complaint and no later than one-year from when the problem you are complaining about happened, or one-year from when you found out about the problem. The Ombudsman’s web-site at www.legalombudsman.org.uk has information about how a client can complain to their lawyer and the Ombudsman.
Please note that changes took effect form 1st April 2023 and more details can be found here https://www.legalombudsman.org.uk/media/xfrfzben/guidance-scheme-rules-april-2023.pdf