Client charter
- You will receive copies of all substantive correspondence.
- Telephone calls, emails and correspondence from you will be returned during the course of the same day wherever possible.
- Letters to you and other parties will be written in plain English.
- Appointments will be given to you without undue delay and at a time convenient for you.
- You will be told the basis upon which we will charge you and we will keep you informed about the costs on a regular basis.
- You will receive a pro-active service and be updated on your matter on a regular basis.
- You will be treated fairly at all times and will not be discriminated against because of your race, sex, sexual orientation, disability, age, religion or belief.
- Your affairs will be kept confidential and we will not act for anyone else if by so doing we could compromise that confidentiality.
We value your feedback
Feedback from our clients is extremely important to us to help us improve the services we provide. To improve the satisfaction of our clients, we have partnered with the online review community, Trustpilot, to collect reviews. If you would like to leave a review of the service we have delivered, please click here to review us on Trustpilot.
Complaints Procedure
We hope that you are satisfied with the service we have provided. However, if you are not happy with any aspect of our service, we hope that you will give us the opportunity to address your concerns and put things right where possible.
Our aim is to offer all our clients an efficient and effective service at all times. We are proud that we hold the accreditation of Lexcel and ISO 9001. We will try to resolve any problem quickly and operate an internal complaints handling system to help us to resolve the problem.
How can I make a complaint?
If there is any aspect of our service that you are unhappy with, please inform us immediately so that we can do our best to resolve the problem for you. In the first instance please raise your concern with the person dealing with your matter. We will be happy to discuss your concerns and see how we can address any issues.
Contact a Member of our Team
If you still have concerns and would like to make a complaint, then please contact the head of the department handling your matter in the first instance, who is identified in your engagement letter.
Heads of Department
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Head of Corporate Law & Employment Law
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Head of Wills, Trusts and Probate
![Joy Plummer]()
Head of Commercial Property
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Head of Residential Property
If your concerns remain unresolved and you wish to formally complain, please contact our Client Care Solicitor Partner Andrew Heeler:
Andrew Heeler
Partner
Hegarty Solicitors
48 Broadway
Peterborough
PE1 1YW
Email andrew.heeler@hegarty.co.uk or call 01733 295661
What happens if I am not satisfied with the response?
If we are unable to resolve your complaint, then you can have the complaint independently looked at by The Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with solicitors.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
However, please note that from 1st April 2023 these time limits are changing. From the 1st April the Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same.
You can use the Legal Ombudsman Complaints Checker to find out more about making a complaint. To make a complaint to the Legal Ombudsman, visit the Legal Ombudsman website or write to PO Box 6806, Wolverhampton WV1 9WJ, Tel: 0300 555 0333 or email: enquiries@legalombudsman.org.uk.
The Solicitors Regulation Authority
We are authorised and regulated by the Solicitors Regulation Authority. The Solicitors Regulation Authority works with solicitors to make sure they comply with SRA Principles, to make sure they behave independently, fairly and with integrity to best serve the interests of their clients and the public interest. The SRA deals with reports of dishonesty or breaches of SRA Principles; however, they are not able to deal with issues of poor service. Issues of poor service should be dealt with by the Legal Ombudsman.
To find out more about SRA Principles or to make a report in respect of professional misconduct to the SRA, visit the SRA website or write to The Cube, 199 Wharfside Street, Birmingham, B1 1RN. You may also have a right to apply to the court for an assessment of our charges under Part III of the Solicitors Act 1974.
