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  • Feedback and Complaints

    We are committed to delivering exceptional levels of client care. Our client charter sets out the standards you can expect to receive from us.

    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 review us on Trustpilot.

     

    Personal feedback

    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.

    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.

    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.

    Heads of Department

    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.

    Andrew Heeler

    Partner

    Head of the Corporate Department

    Greg Baker

    Partner

    Head of Wills, Trusts and Probate Department

    Joy Plummer

    Partner

    Head of Commercial Property

    Kally Singh

    Partner

    Senior Partner and Head of Dispute Resolution

    Sarah Bent

    Partner

    Head of Residential Conveyancing

    Chris Brown

    Senior Associate | Head of the Family Department

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