Complaints Procedure

Legal HD Ltd takes complaints seriously and uses these as an opportunity to learn and improve our service. We keep a centralised Complaints Register which is updated by the Complaints Manager Andrew Dow.

1. Log date complaint received and review the file
2. Letter of acknowledgment within 24 hours
3. Written reply to complaint within 21 days (7 days unless exceptional circumstances)
4. Review in further 21 days for client response
5. Record outcome of complaint process as closed if no response
6. If client response invite face to face or telephone meeting
7. If client refuses or unresolved advise client of right to complain to Ombudsman
8. Record date of report to Ombudsman
9. Follow procedure set by Ombudsman
10. Record the result of the Ombudsman’s decision