Legal experts in Woolwich

We strive to provide excellent service. However, if you are unhappy with any aspect of our work or your bill, please discuss your concerns with the person handling your case. If you’re still not satisfied with their response, you can contact our Complaints Officer:

• Mr. Jeffrey D Sharp (Partner) at jdsharp1@hethomas.co.uk, or
• Mr. Andrew McArthur (Partner) at amcarthur@hethomas.co.uk if your complaint involves Mr. Sharp.

We take all complaints seriously and will respond promptly.

If we cannot resolve your issue internally, you may contact the Legal Ombudsman at www.legalombudsman.org.uk. If you have concerns about our conduct, you may also report us to the Solicitors Regulation Authority for serious issues like dishonesty or theft.

Our commitment to client care

We are dedicated to providing high-quality legal services. If something goes wrong, we encourage you to let us know so we can improve.

Complaints process

To make a complaint, please send us the details in writing. Here’s what will happen next:

1. Acknowledgment: Within 2 working days of receiving your complaint, we will acknowledge it and may ask for further details. We will also tell you who is handling your complaint.

2. Recording: We will record your complaint in our register and open a separate file within one day of receiving it.

3. Investigation: We will start investigating your complaint. The process generally involves the following steps:

4. Assigning a partner: Your complaint will be passed to Mr. J D Sharp (Client Care Partner) within 3 days. If your complaint is about Mr. Sharp, Mr. A McArthur will handle it.

5. Reply from staff: Mr. Sharp or Mr. McArthur will ask the staff member who handled your case to respond within 5 working days.

6. Review: Mr. Sharp or Mr. McArthur will review the staff member’s response and the complaint file. This may involve meeting the staff member and will take up to 3 days.

7. Final decision: We will inform you of the outcome within 5 days of completing the review and provide a written explanation of our final decision.

8. Further action: If you are unhappy with our final decision, you can contact the Legal Ombudsman at:

• PO Box 6806, Wolverhampton WV1 9WJ
• Tel: 0300 555 0333
• Website: www.legalombudsman.org.uk

You must contact the Legal Ombudsman within 6 months of receiving our decision. The Legal Ombudsman will not review your complaint unless you have gone through our complaints process first.
9. Delays: If we need to change any of the timescales due to staff absence or other reasons, we will notify you.

Contact information for partners
• Mr. J D Sharp: jdsharp1@hethomas.co.uk
• Mr. A McArthur: amcarthur@hethomas.co.uk

Important: The Legal Ombudsman has a time limit of 6 years from the incident or 3 years from when you reasonably knew there was a cause for complaint.