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Our Complaints Policy

Handling complaints at Hansells.

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided 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. Making a complaint will not affect how we handle your case.

Click here to view a full copy of our Complaints Policy

If you do not feel able to raise your concerns with either of these people, or you are unsatisfied with their response, please contact our Complaints Partner who has overall responsibility for complaints and whose contact details are:

Mark Scott
MarkScott@hansells.co.uk
Cambridge House
26 Tombland,
Norwich,
Norfolk, NR3 1RE

What do to 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 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 act/omission; or
  • No more than one year from when you should reasonably have known there was cause for complaint

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

  • by post: PO Box 6167, Slough, SL1 0EH
  • by email: enquiries@legalombudsman.org.uk
  • by telephone: 0300 555 0333 between 10am to 6pm.
  • by visiting: www.legalombudsman.org.uk

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.