Complaints Procedure

We are authorised and regulated by the Solicitors Regulation Authority (SRA).

1. Our Commitment to You

We aim to provide an excellent service at all times. If something goes wrong or you are unhappy with any aspect of the service you have received, please tell us as soon as possible. Most issues can be resolved quickly through an informal discussion with the person handling your matter. If not, or if you prefer to make a formal complaint, the steps below explain how we will investigate and respond.

2. How to Make a Complaint

To help us understand your concerns, please explain what happened, when it happened, and how you would like us to resolve the issue.

You can address your complaint to Henry Telewa, Solicitor and Director :

• Email: info@hstirling.com
• Phone: 020 3627 6074
• Post: Harcourt Stirling Solicitors Limited, The Mille, 1000 Great West Road, London,
  TW8 9DW

Please note: if your complaint relates to our fees, we are not obliged to place your
account on hold while we investigate.

3. Acknowledging Your Complaint

We will acknowledge your complaint within five working days. Our acknowledgement
will confirm who will be investigating your complaint and when you can expect a response.

4. How We Will Investigate

We will review your file, speak with any staff involved, and consider all the information you provide. We may contact you during the investigation to clarify your concerns or discuss potential resolutions.

5. Our Response and Timescales

We aim to resolve your concerns as quickly as possible. You will receive either an early
resolution offered by phone or email or a final written response setting out our findings and the proposed outcome.

In line with the Legal Ombudsman’s rules, we will provide our final written response
within eight weeks of receiving your complaint.

6. If You Remain Unhappy

If you are not satisfied after receiving our response, or if eight weeks have passed without a final response, you may ask us to review the matter again. We will advise whether further internal review is appropriate and guide you on next steps.

7. Referral to the Legal Ombudsman

If you remain dissatisfied after completing our internal complaints process, you may be able to refer your complaint to the Legal Ombudsman.

Time limits:

• Eight weeks after lodging your complaint with us, if you haven’t received our final
  response.
• Within six months of receiving our final response.
• Within one year of the date of the act or omission if you have not previously complained.
• One year from the date you should reasonably have known that you had cause to complain and had not complained previously.

Contact details:

• Legal Ombudsman
• Phone: 0300 555 0333
• Email: enquiries@legalombudsman.org.uk
• Post: PO Box 6167, Slough, SL1 0EH
• Website: www.legalombudsman.org.uk

8. Complaints About Your ATE Insurance Policy

If your complaint relates to your After the Event (ATE) insurance policy, rather than the legal services we provide, you may be able to refer the matter to the Financial
Ombudsman Service (FOS). This applies where we have arranged the ATE policy for
you as part of our insurance distribution activities.

Time limits:

• Within six months of receiving our final response.
• Within six years of the event you are concerned about, or
• Within three years of when you became aware (or should reasonably have become
  aware) that you had cause to complain.

Contact details:

• Financial Ombudsman Service
• Phone: 0800 023 4567
• Email: complaint.info@financial-ombudsman.org.uk
• Post: Exchange Tower, London, E14 9SR
• Website: www.financial-ombudsman.org.uk

9. Referral to the Solicitors Regulation Authority

If you are concerned about our conduct or behaviour rather than the quality of the service you have received, you can report your concerns to the Solicitors Regulation Authority (SRA).

• Phone: 0370 606 2555 (UK) or +44 (0)121 329 6800 (overseas)
• Email: report@sra.org.uk

Post: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN

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

Further Information

For further information about our complaints handling procedures, please do not hesitate to contact Mr Henry Telewa on either 020 3627 6074, info@hstirling.com or by post to The Mille, 1000 Great West Road, TW8 9DW, London.