We consider a complaint to be an expression of dissatisfaction whether by letter, telephone, e-mail or during a face-to-face discussion. We will handle all complaints promptly and fairly in accordance with the Solicitors’ Code of Conduct
We are committed to providing a high-quality legal service to all our clients. If something goes wrong we need to know about it. This will help us improve our operating standards.
If you are not happy with the service you have received from Edwards Hoyle Solicitors please contact the person who is handling your case and explain your concerns. If you are not satisfied with the response then please write to;
Victoria Hoyle
Partner
Edwards Hoyle Ltd
Unit 9, Bridge Street Mills
Bridge Street
Macclesfield
SK11 6QA
or telephone her on 01625 577663
Your letter will be acknowledged within 3 working days enclosing a copy of this document. Hopefully you will be able to meet with Victoria at our offices to discuss your complaint or if you do not want a meeting or it is not practical then she will review the case with the member of staff who acted for you and send a detailed written reply to your complaint, including her suggestions for resolving the matter. This will be sent within 10 working days of her acknowledgment.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review Victoria Hoyle’s decision. This review including our final decision will be sent to you in writing within 14 days of receiving your request to review Victoria’s decision. If we have to change any timescales above, we will let you know and explain why.
Should you still feel your complaint has not yet been resolved satisfactory, you can ask the Legal Ombudsman to consider the complaint by writing to the Legal Ombudsman at PO Box 6167 Slough Sl1 0EH, telephoning 0300 555 0333 or e-mailing enquiries@legalombudsman.org.uk. Normally you will need to bring a complaint to the legal ombudsman within six months of your last contact with us or within one year of the act or omission about which you are complaining occurring or within one year of when you should have realised that there was cause for complaint.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour https://www.sra.org.uk/consumers/problems/. 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.
If your complaint relates to your bill, you can also apply to the Court for an assessment of the bill, but if you do so, the Legal Ombudsman may not deal with your complaint about that bill. If you are required to pay our charges and any part remains unpaid we may be entitled to charge interest. We trust however that you will have no cause to complain about any aspect of our service.