Complaints Procedure

Peace of Mind for Our Clients

Harratts Legal Services Ltd strives to provide a quality service to all our clients. We recognise, however, that at times, mistakes can be made, and things can go wrong. When this happens, we welcome the opportunity to put things right and improve.

Where possible, we encourage you to raise any issues informally with your consultant or a member of the admin department handling your matter to allow them to try and address any problems you are experiencing. We will always endeavour to amicably rectify issues raised. Where things cannot be resolved, our formal complaints procedure is set out below.

Stage 1 – Make a Formal Written Complaint

Complaints should, in the first instance, be submitted in writing to Harratts Legal Services for the attention of the office manager (Anna Nuttall) by post or email to [email protected] (we would prefer email where possible). The office manager will, in turn, liaise with the relevant consultant or a member of the admin department and will investigate your complaint further and provide a response.

Your complaint will be acknowledged in writing or via email within two working days of receipt. You should receive a written response within 14 working days explaining any action to be taken. Should an extension to this time period be required, you will be notified of this in writing and given an expected date by which you should hear from us.

Stage 2 – Appeal to the Company Director

If you remain unhappy with the outcome of Stage 1 of the process, you can contact the company director, Mr. Scott Harratt, to review the response provided by the office manager.

You should detail the reasons why you feel your complaint has not been addressed to your satisfaction, and this should be addressed to Mr. Scott Harratt in writing (by post or email; email is preferred where possible) explaining that you wish to appeal to the Director and setting out your reasons as to why. Upon receipt, the complaint will be acknowledged within two working days, and a full response should be provided to you within 15 working days. If the matter requires a more detailed investigation, you will be provided with an interim response, and we will confirm when you may expect a full reply.

If, following the above stages, a satisfactory outcome has not been achieved, we will inform you as to what the next stage of the process may be.

Summary

Harratts Legal Services Ltd has a complaints procedure aimed at addressing client issues. Clients are encouraged to first informally discuss problems with their consultant or admin staff. If unresolved, a formal written complaint can be made to the office manager, who will respond within 14 working days. If the outcome is unsatisfactory, clients can appeal to the company director, Mr. Scott Harratt, who will review the case and provide a response within 15 working days. The procedure emphasises effective communication and resolution of client concerns.

To initiate a cancellation, please click the link below to access the cancellation form. A copy of this form was provided to you during your appointment, but you can also download it by clicking here.