Concerns About Our Services

At HM & Co. Solicitors, we aim to address any issues with our services promptly and to your satisfaction. If you have any questions or concerns about our work, please raise them with the solicitor handling your case as soon as possible.

Initial Concerns

If you are not satisfied with the service you have received, please contact the solicitor managing your matter or their manager. They may suggest a telephone call or a meeting to discuss your concerns and attempt to resolve the issue.

Formal Complaints Process

If the solicitor or their manager cannot resolve your complaint, and you remain unhappy, you can escalate it by:

• Emailing: info@hmsolicitorsltd.com
• Calling: 02071128180 and asking to speak to the Compliance & Operations Administrator
• Writing to:
  HM & Co. Solicitors
  186 Lower Road
  Surrey Quays
  London SE16 2UN

When contacting us, please include:

• Your name, contact details, and preferred method of contact
• Your file reference number(s)
• A description of your concerns
• How you would like us to address the issue

Once we receive your complaint, we will send you a written copy of our complaint procedure, confirming who will investigate the matter. According to the Legal Ombudsman’s guidelines, we have eight weeks from the date we receive your complaint to attempt to resolve it before you may refer it to them.

Complaints About Your Bill

If your complaint relates to a bill, you may have the right to request a court assessment under Part III of the Solicitors Act 1974. Please note that if any portion of the bill remains unpaid, we may be entitled to charge interest, as detailed in the Billing Arrangements section of our client care letter.

Referring Your Complaint to the Legal Ombudsman

If you are not satisfied with our response to your complaint, you may refer it to the Legal Ombudsman (www.legalombudsman.org.uk). The Legal Ombudsman is authorised by law to review your complaint after we have tried to resolve it.

You should contact the Legal Ombudsman within one year of the event causing concern, or one year from when you became aware of it, and within six months of our final response to you.

Legal Ombudsman Contact Details:
PO Box 6167
Slough
SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk

Concerns About Our Behaviour

If you believe we have acted improperly or not followed the Solicitors Regulation Authority’s (SRA) rules, you can raise your concerns with the SRA. Examples include dishonesty, mishandling money, or discriminatory treatment.

For more information, visit the SRA’s website.

Online Dispute Resolution (ODR)

If we have entered into a contract with you electronically (via our website, email, etc.), you may use the EU’s online dispute resolution platform to assist with any contractual disputes. Visit ec.europa.eu/odr for further information.

Alternative Dispute Resolution (ADR)
Alternative dispute resolution bodies, such as Ombudsman Services, ProMediate, and Small Claims Mediation, can handle complaints about legal services if both parties agree to use them.

We do not charge any fees for assisting with the resolution of client care issues.