Complaints

Customer service is the focus of everything we do

At Hutchins & Co we understand using legal services can be daunting. Therefore, we strive to make the process as straightforward and personalised as we can. We aim to deliver a first-class service every time and want your experience with us to be positive. We welcome complaints as an opportunity to review and improve our service. If something is wrong, we are committed to investigating your matter fairly and transparently in order to reach a resolution that is to your satisfaction.  

How to Raise a Complaint

If you are in any way dissatisfied with the service you have received, please make us aware of any issues you experience as soon as you are able, as it will enable us to deal with it in a timely manner for you. In most cases, a problem can be resolved by speaking with our dedicated Client Services team.   You can contact the client services team either by phone or by filling out a complaint form on our website.  

You can make a complaint by contacting us on:

Online: cs@hutchinslaw.co.uk
Phone: 0208 986 3911

What We Need to Know

To process your complaint efficiently, it would be helpful if you could provide us with the following Information:  

• Your name and contact details  
• Reference Number  
• Your Concerns 
• How you would like to reach a resolution 

How we aim to resolve your issue

1. If you contact us by phone and a member of our complaint team is available, we will attempt to resolve the issue on the call. If no one is available or the matter cannot be resolved over the phone, the call will be logged with our complaints team  
2. Once the complaint is logged, you will receive a confirmation email confirming we have received your complaint and we will begin to investigate the matter.  
3. We will investigate your complaint and aim to reach a resolution within the 8-week guideline set by the legal ombudsman. However, we will keep you informed should we not reach this guideline.  
4. It’s important that we address your concerns. If you remain unhappy after hearing from us again, please discuss any further issues with the client services team, who can provide guidance about whether you can refer your complaint to an Ombudsman Scheme  

Ombudsman Schemes

If, after exhausting our complaints process, your complaint is not resolved to your satisfaction, or the eight-week period has expired without our final response, you may be entitled to refer your complaint to an Ombudsman Scheme or for Alternative Dispute Resolution (ADR). We will always be happy to discuss your concerns further prior to you taking this step, so please do contact us to discuss it.   

How to contact the Legal Ombudsman:

Phone: 0300 555 0333 Email: enquiries@legalombudsman.org.uk Post: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ   

When and how to reach out to the SRA

The Solicitors Regulation Authority (SRA) can help if you have concerns about our behavior. This may include issues such as dishonesty, mishandling or losing your money, or treating you unfairly due to your age, disability, or other characteristics. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority. The SRA deals with cases where firms or those it regulates have breached the SRA Principles. As above, complaints should initially be sent to the Legal Ombudsman if you’re unable to resolve your complaint with us first. If the Legal Ombudsman thinks your case involves a breach of the SRA’s Principles, they will refer your case to the SRA. Likewise, if you report a solicitor to the SRA for poor service, they will refer you to the Legal Ombudsman.  The contact details for the Solicitors Regulation Authority are set out below:  The Solicitors Regulation Authority  The Cube, 199 Wharfside Street, Birmingham, B1 1RN  Telephone: 03706062555  Fax: 01216161999   SRA Complaints Page