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Contact Us

Contact HSH Solicitors

HSH have offices in Romford and Brentwood which are both ideally located for us to meet face to face to discuss your matter.

Our Brentwood address is by appointment only. Please contact the firm by phone or email to arrange a free initial appointment to discuss your matter as there are no permanent staff at this address.

Any correspondence should be addressed to our Romford office.

For more information about the location and directions to our offices, follow the links below each map.

Our complaints policy

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.  This will help us to improve our standards.

Our complaints procedure

If you have a complaint, please contact Ms. Heptinstall, our Client Care Partner. If we have to change any of the responsibilities or the timescales set out below, we will let you know and explain why.

In certain circumstances, dependent on the complexities of the complaint, the firm may outsource the complaint to an independent third party company who specialise in dealing with legal complaints – CRCS Legal. In those circumstances, Ms Barbara Spoor will deal with the complaint on behalf of the firm.

What will happen next?

1. Within seven days, we will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate, we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint.

2. We will then record your complaint in our central register and open a file for your complaint. We will also investigate your complaint by examining the relevant file.

3. Ms. Heptinstall or the firm’s Complaint Handling outsourced company, CRCS Legal, will contact you either in writing by email or telephone to discuss your concerns. You will be able to provide any further comments, ask for details and what you would like to resolve your complaint. This will happen within 14 days of the initial acknowledgement of the complaint. If you would prefer a face to face meeting to discuss any concerns you have, this can be arranged.

4. Ms Heptinstall or Ms Barbara Spoor will then review your file, speaking to any member of staff if it is necessary to address the concerns within 14 working days of initial contact with you.

5. Ms Heptinstall or Ms Spoor will write to you setting out her views of your complaints and making any proposals for resolution of your complaint within seven working days of review of your file. You will be asked to provide any further comments and reconsider any resolution that is being proposed.

6. If you provide any further comments, Ms Heptinstall or Ms Spoor will address these within seven working days of receipt of any further comments.

7. We have 8 weeks in which to deal with your complaint. If we do not deal with it within this timeframe or if you still remain unhappy, you can raise your concerns with The Legal Ombudsman, whose contact details are as follows:

Legal Ombudsman,
PO Box 6806
Wolverhampton
WV1 9WJ

enquiries@legalombudsman.org.uk
0300 555 0333
www.legalombudsman.org.uk

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.

8. In addition, subsequent to implementation of the EU ADR Directive, we are obliged to provide you with details of an Alternative Dispute Resolution approved body which the firm have chosen as ProMediate. Further information regarding ADR and in particular the EU ADR Directive can be found at https://ec.europa.eu/consumers/odr. Alternative complaints bodies such as ProMediate exist, which are competent to deal with complaints about legal services.

However, both you and the firm are required to confirm our wish to use such a scheme. At this stage, we would indicate that this firm do NOT intend to use the ProMediate scheme for complaints handling.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristics. They can be contacted via their website: https://www.sra.org.uk/home/contact-us/