COMPLAINTS HANDLING PROCEDURE
Everyone at Hunter & Uro is keen to ensure that we maintain the highest professional standards
in all areas of our work and we strive to deliver excellent client service.

As a result, if you are unhappy with any aspect of our client service levels, your bill, or the way
you have been treated, we would like to deal with this issue in a constructive, nonconfrontational and positive fashion.

Making a complaint
In the first instance, we would please ask that you contact the fee earner acting for you, who
will try and resolve the matter to your satisfaction in a direct and informal basis.

If you still feel the matter remains unresolved, please write, email or telephone with details of
your complaint, including your client reference number to:

Penny Uro
Director
Hunter & Uro Solicitors
Colworth House
Sharnbrook
Bedfordshire
MK44 1LQ
Tel. 01234 889777
Email penny@hunteranduro.co.uk

What will happen next?
Firstly, Penny Uro will send you a letter acknowledging receipt of your complaint, within three
days of receiving it, enclosing a copy of this Complaint Handling Procedure document.

Penny Uro or another individual within the firm will then investigate your complaint, reviewing
the relevant files and speaking with the person responsible for carrying out your work.

We will then write to you within 21 days of sending you the acknowledgement letter to either:

1. Invite you to a meeting to discuss and hopefully resolve your complaint.
2. Send you a detailed written reply to your complaint including any suggestions for
resolving the matter.

If you are still not satisfied with the outcome of our investigation and proposed resolution to
your complaint, you should contact us again in writing and we will arrange for a further review
of the handling of your complaint. We will again confirm in writing to you that you have
requested a review of the complaint response within three days of receipt of your request in
writing.

We shall subsequently write to you, within 21 days of receipt of your request for a review,
confirming our final position on your complaint and explaining our reasons.

We aim for the above process to resolve all complaints satisfactorily within an eight week
period, subject to your own review of our correspondence.

Should this procedure fail to resolve your complaint, or if your complaint has not been dealt
with within eight weeks, then you can contact:

The Legal Ombudsman
P.O. Box 6167
Slough
SL1 0EH
Tel. 0300 555 0333
Email enquiries@legalombudsman.org.uk
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.

The Solicitors Regulation Authority

The Solicitors Regulation Authority can help you 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 characteristic.

You can raise your concerns with the Solicitors Regulation Authority.

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

Alternative Dispute Resolution Schemes

Alternative complaints bodies (eg ProMediate) exist which are competent to deal with
complaints about legal services should both you and our firm wish to use such a scheme.

However, we don’t currently agree to use this Alternative Dispute Resolution service in view
of the availability of the independent Legal Ombudsman Service established under the Legal
Services Act 2007. We are bound by our Regulatory Code to comply with the Legal
Ombudsman

This procedure will be reviewed at least annually.

Last review: August 2023
Next review by: August 2024