Terms & Conditions

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Complaints Policy

THP Law are committed to providing a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Our complaints procedure

If you have a concern or a complaint, please contact us as soon as possible as you are aware of the problem, so this can be addressed. Please contact Mark Whittell at 2 Waterloo Court, Waterloo Road, Stockport, SK1 3DU or by email mark.whittell@thehowepractice.co.uk

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, enclosing a copy of this procedure.

  2. We will then investigate your complaint. This will normally involve passing your complaint to our Director, Mark Whittell who will review your matter file and speak to the member of staff who acted for you.

  3. Mark Whittell will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.

  4. Within three days of meeting, Mark Whittell will write to you to confirm what took place and any solutions she has agreed with you.

  5. If you do not want a meeting or it is not possible, Mark Whittell will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

  6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another partner to review the decision.

  7. We will write to you within 14 days of receiving your request for a review confirming our final position on your complaint and explaining our reasons.

  8. If you are still not satisfied, you can then contact the Legal Ombudsman at Legal Ombudsman PO Box 6167 Slough SL1 0EH or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of receiving our final response to your complaint and NO more than one year from the date of the act or omission being complained about; or NO more than one year from the date when you should reasonably have known that there was cause for complaint The Legal Ombudsman has provided further guidance on its service at legalombudsman.org.uk.

If we have to change any of the timescales above, we will let you know and explain why.