We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then we would encourage you to inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact partner Luca Salerno by email ls@hanoverbondlaw.com or by telephone on +44 (0)20 3031 6647 to discuss your concerns and we will do our best to resolve any issues. If you still have queries or concerns, please contact senior partner Eddie Parladorio by email ep@hanoverbondlaw.com  or by telephone on 07900 492927.

We explain below how we will handle a formal complaint.  We also explain the role of the Legal Ombudsman and the Solicitors Regulation Authority and provide useful contact details so that you can be properly aware of your rights and the options available to you.

Our Complaints Handling Procedure

We are committed to high quality legal advice and client care and aim to offer all our clients an efficient and effective service.   However, if our clients would like to discuss how the service to them could be improved, the level of their bill, or should there be any aspect of our service with which they are not satisfied, we ask them to please contact the person in our firm responsible for complaints handling namely: Luca Salerno who is one of the Directors at Hanover Bond Law Limited and who can be contacted by email ls@hanoverbondlaw.com or by telephone no +44 (0)20 3031 6647.

We are committed to high quality legal advice and client care and are keen to resolve any concerns as soon as possible and in order to do this, will follow our complaints handling procedure.

If you have not already done so, please let us know the full nature of the problem, in writing if possible.  To help us to fully understand your complaint, please tell us:

  • your full name and contact details
  • what you think we have got wrong
  • what you hope to achieve as a result of your complaint, and
  • your file reference number (if you have it)

How will you deal with my complaint?

We will:

  • write to you within 10 working days acknowledging your complaint and enclosing a copy of this policy;
  • review and investigate your complaint by reviewing your file(s) and other relevant documents, and speaking with the person who dealt with your matter;
  • only ask you for further information or documents if it is necessary to complete the investigation and we will always make it clear if this information is required within a specific period of time;
  • update you on the progress of your complaint at appropriate times;
  • invite you to a meeting to discuss your complaint, if appropriate, which can either be done face to face or over the telephone, if preferred; you do not have to attend if you do not wish to or if you are unable to;
  • write to you at the end of our investigation to explain what we have done and what we propose to do to resolve your complaint;
  • respond to you within 25 working days of the date of our letter of acknowledgement, wherever possible;
  • conclude the process and provide a final response within 8 weeks from the date of receipt of your complaint; and
  • let you know if we find that it will take longer than anticipated.

What if I am not satisfied with the outcome?

If you are not satisfied with our final response, please let us know in the first instance and we will review the matter further. If we are unable to reach a satisfactory conclusion, we will write to you again and confirm our Firm’s final position.

Legal Ombudsman

Upon the conclusion of our complaints process, and if you are not satisfied, you are entitled to refer your complaint to the Legal Ombudsman, who can be contacted by:

  • calling 0300 555 0333
  • emailing enquiries@legalombudsman.org.uk
  • post to the Legal Ombudsman, PO Box 6806, Wolverhampton,WV1 9WJ

What are the timescales for referring my complaint to the Legal Ombudsman?

There are three time limits that apply to any reference to the Legal Ombudsman. You must:

  • refer your complaint within six months of our final written response to your complaint; and
  • within six years of the act or omission about which you are complaining; or
  • within three years of you becoming aware of it.

The service provided by the Legal Ombudsman is only available to certain types of clients. Further details are available on their website.

What will it cost?

We will not charge you for handling your complaint.

The Legal Ombudsman service is free of charge.

Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. The Legal Ombudsman service is free of charge.

Solicitors Regulation Authority

If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA).  There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman).  For further information about the SRA’s role, please contact the SRA or visit:

https://www.sra.org.uk/consumers/problems/report-solicitor.page#report