Mrs Outi Hubbard is the person dealing with Customer Complaints at Hubbard Pegman & Whitney LLP and will deal with any and all issued raised in connection with the same.

Our complaints policy

We as a firm 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.

Our complaints procedure

If you have a complaint, in the first instance you should try to deal with this with the fee earner who has acted on your behalf or the supervising partner. If this is not possible the complaint will be referred to Mrs Outi Hubbard. Complaints should be received in writing, providing as much detail as possible. It is helpful if you are able to set out what remedy you are seeking.

What will happen next?

We will send you a letter acknowledging your complaint. Your complaint will be recorded in our register and generally we will look to acknowledge your complaint within 2 working days of receipt of the same.

Mrs Hubbard will then investigate your complaint. She will speak to the person who acted on your behalf and investigate the file. Mrs Hubbard may contact you to discuss the matter further and/or to offer a meeting. In order to clarify the complaint the Mrs Hubbard may seek further information from you and/or from any other involved outside agencies.

Generally we would expect to provide a substantive reply on your complaint within 21 days provided that the people who Mrs Hubbard needs to speak to are available.

You may then wish to meet with the Mrs Hubbard to discuss the findings. Mrs Hubbard will endeavour to arrange such meeting within 7 days of any such request.

At this stage if you are still dissatisfied with the findings of Mrs Hubbard you can request that a Partner of Hubbard Pegman & Whitney LLP reviews the complaint again. We will aim to complete any such review within 21 days of your request.

If you are still dissatisfied you can then refer your complaint to the Legal Ombudsman (www.legalombudsman.org.uk) and such a referral must normally be made within 6 months of our final decision letter to you. Please note that as of the 1st of February 2013 the Legal Ombudsman is increasing the time limit to bring a complaint to 6 years from the date of the act or omission, or 3 years from the date the complainant should have known about the complaint.

As of the 1st February 2013 the Legal Ombudsmen will also, under certain circumstances, accept complaints from prospective clients if they have been unreasonably refused service, or persistently or unreasonably been offered unwanted services.

Your views and opinions are important to us. Complaints provide crucial feedback to help us improve the service we offer.

Outi Hubbard (Mrs)

Complaints

Direct Email: oh@hpwsolicitors.co.uk


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