Hierons LLP Complaints Policy

In accordance with the regulations of the Solicitors Regulation Authority for all firms of solicitors, we set out below details of our procedure for dealing with complaints.

We 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. If you have a complaint, please provide the details to the partner or senior lawyer responsible for the relevant matter or, if you prefer, to Richard Hierons.

We will write to you acknowledging receipt of your complaint within five working days of receiving it and initiate the following procedure:

Richard Hierons will review your matter file and speak to the partner or senior lawyer responsible. If your complaint is in connection with Richard Hierons, we will suggest an alternative procedure.
Richard Hierons will then invite you to discuss and hopefully resolve your complaint. He will do this within 14 days of our acknowledgement of your complaint.
Within three days of this discussion, Richard Hierons will write to you to confirm what was discussed and any solutions he has agreed with you.
If we fail to resolve your complaint to your satisfaction within 8 weeks after the complaint was made, you may be able to complain to the Legal Ombudsman. Any complaint to the Legal Ombudsman must be made within six months of receiving a final response to your complaint and no more than six years from the date of act/omission or no more than three years from when you should reasonably have known there was cause for complaint. For further information, you may contact the Legal Ombudsman on 0300 555 0333.
You may also be entitled to apply for an assessment of a bill sent by the firm under Part III of the Solicitors Act 1974. If you apply for an assessment, the Legal Ombudsman may not deal with your complaint.
If you have concerns about dishonesty, discrimination or other serious misconduct, you may raise those concerns with the Solicitors Regulation Authority. You may contact the SRA for guidance to make a complaint on 0370 606 2555 or click the link to the report a solicitor page (https://www.sra.org.uk/consumers/problems/report-solicitor/).