Our Complaints Policy
Handling complaints at Hansells
We want to provide the best possible service. If you are unhappy or concerned about the service we have provided, our charges, or the way we have handled your personal data, please tell us as soon as possible so we can try to resolve the issue.
In the first instance, you may wish to contact the person working on your case. If you do not feel able to do this, or you are not satisfied with their response, please contact our Legal Director, Mark Scott, who is responsible for complaints.
Complaints contact details
Mark Scott
Hansells Solicitors
Cambridge House
26 Tombland
Norwich
Norfolk
NR3 1RE
Email: complaints@hansells.co.uk
Telephone: 01603 751 984
Click here to view a full copy of our Complaints Policy.
If your complaint relates to how we have collected, used, stored or otherwise handled your personal data, it will be dealt with under our complaints policy as a data protection complaint. Our Data Protection Officer may also be involved where appropriate. Our Data Protection Officer is:
Jane Stockings
Hansells Solicitors
Cambridge House
26 Tombland
Norwich
Norfolk
NR3 1RE
Email: JaneStockings@hansells.co.uk
Telephone: 01603 751 982
If your complaint includes both a concern about our legal service and a concern about personal data, we will explain how each part of your complaint will be handled.
What to do if we cannot resolve your complaint
If we cannot resolve a complaint about our legal service, you may be able to complain to the Legal Ombudsman. The Legal Ombudsman will check that you have tried to resolve your complaint with us first.
You must usually refer your complaint to the Legal Ombudsman within six months of our final response, and no more than one year from the act or omission complained about, or from when you should reasonably have known there was cause for complaint.
For more information, contact the Legal Ombudsman:
Post: PO Box 6167, Slough, SL1 0EH
Email: enquiries@legalombudsman.org.uk
Telephone: 0300 555 0333
Website: www.legalombudsman.org.uk
If your complaint is about how we handled your personal data and you remain dissatisfied, you may complain to the Information Commissioner’s Office.
You can contact the Information Commissioner’s Office at:
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Website: www.ico.org.uk
The Solicitors Regulation Authority can help if you are concerned about our behaviour, such as dishonesty, misuse of money or unfair treatment because of a protected characteristic
Website: www.SRA.co.uk