24/7 Menu Complaint policy Introduction We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem. Our process and timescales In the first instance it may be helpful to contact the person who is working on your case (as identified in our Engagement Letter) to discuss your concerns and we will do our best to resolve any issues. If you want to escalate your complaint, if you have been unable to resolve with a member of staff acting for you, please contact the Complaints Manager (Jonathan Brown our Chair). Please do this as soon as possible. You can write to us at; No. 1 St. Paul's Square, Liverpool L3 9SJ or telephone on 0151 600 8000 or email: Complaints@hilldickinson.com Once a complaint has been received We will send correspondence acknowledging the compliant within five working days and record the complaint. If necessary, we will seek clarification of the concerns you raise. We will keep you informed of the timescales within which we would hope to provide you with a substantive response. Normally, this will be within a period of no more than twenty- eight days from the date on which your complaint was acknowledged. If the complaint is particularly complex we may need more time; in this event, we will let you know within the initial twenty-eight day period. We will not exceed a period of eight weeks unless we notify you within that period and provide you with an explanation as to why further time is needed. If we have to change any of the timescales above, we will let you know and explain why. Complaint investigation The investigation of your complaint may involve one or more of the following steps: We may ask the member of staff who acted for you to comment on your complaint. We may examine their comments and the information in your complaint file. We may then ask them for more information. In appropriate circumstances we may meet with you, to discuss and hopefully resolve your complaint. Shortly after such a meeting we will write to you to confirm what took place and any solutions we have agreed with you. If you do not want a meeting or a meeting is either inappropriate or impossible, we will send you a detailed reply to your complaint. This will include our suggestions for resolving the matter. If you are still not satisfied you can write to us again. If we consider it appropriate we will then arrange for someone in the firm who has not been involved in your complaint to review it and provide you with a response. What to do if we cannot resolve your complaint If you are not satisfied, with our response 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 six years from the date of act/omission; or No more than three years 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. Contact details To contact the Legal Ombudsman, visit: www.legalombudsman.org.uk, call: 0300 555 0333, email: enquiries@legalombudsman.org.uk or by post to: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ What to do if you are unhappy with our behaviour The Solicitors Regulation Authority can help 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. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority. If you require further assistance, please contact the Professional Ethics helpline. Approvals Jonathan Brown Chair Hill Dickinson LLP May 2021 (version two) Have a query? Contact us Want to be kept up to date? 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