At HS Legal, we are committed to providing the highest level of service to all our clients. However, we understand that there may be times when you feel dissatisfied. If this happens, we want to resolve your concerns as quickly and effectively as possible.

If you are unhappy with any aspect of our service, please let us know:

· Contact Us Directly
 In the first instance, please contact the person handling your matter to discuss your concerns. Many issues can be resolved informally.

·  Formal Complaint
 If you feel your concern has not been resolved or you prefer to make a formal complaint, please contact our Complaints Manager, Harpreet Sanghera. Email: harpreet@hslegalsolicitor.co.uk. Phone: 07507871660. Address: 10 Iliffe Avenue, Oadby Leicester LE2 5LH

· Acknowledgement:
 We will acknowledge your complaint within 7 working days of receiving it.

·  Investigation:
 Your complaint will be thoroughly investigated by our Complaints Manager.

· Response:
We aim to provide a full written response within 28 days. If this is not possible, we will keep you informed and let you know when you can expect a response.

If we are unable to resolve your complaint to your satisfaction, you may refer your complaint to the Legal Ombudsman.

Contact Details for the Legal Ombudsman:
 - Website: www.legalombudsman.org.uk
 - Phone: 0300 555 0333
 - Email: enquiries@legalombudsman.org.uk
 - Address: PO Box 6806, Wolverhampton, WV1 9WJ

You must usually refer your complaint to the Legal Ombudsman within:
 - Six months of receiving our final response, and
 - No more than six years from the date of the act or omission being complained about, or three years from when you should reasonably have known there was cause for complaint.

If your complaint is about a breach of professional conduct or ethical standards, you can also contact the Solicitors Regulation Authority (SRA). For more information, visit www.sra.org.uk.

Monitoring compliance with this policy

The Compliance Officer for Legal Practice (COLP) and the Complaints Manager of HS Legal; Harpreet Sanghera is responsible for this policy. All staff must be aware of and adhere to the policy. All staff will receive training on the requirements of the policy. Complaint Files will be kept under regular review. If you notice a breach with this policy you must inform Harpreet Sanghera.

We will review this policy regularly—at least annually and will provide information and/or training on any changes we make.

Please note, we will treat a complaint about our bill in the same way as any other complaint.

Your feedback is important to us, even when it’s critical. It helps us improve and maintain the highest standards of service for all our clients.