Hague & Dixon LLP
Complaints Handling Policy | June 2026

Our commitment

We are committed to providing a high-quality legal service to all our clients. When something
goes wrong, we need our clients to tell us about it. This will help improve our standards.
Whenever possible, please raise any initial client care problems with the person acting on your
case to give them the opportunity of resolving matters with you. Often, matters can be quickly
resolved in this way.

If you are unhappy about any aspect of the service you have received, about the bill, or in
relation to our handling of your personal data, please contact the Client Care Director on by
post at 105 The Mount, York YO24 1GY, York YO1 9SR by telephone on 01904 627111 or
email york@hague-dixon.co.uk. Our policy aims to ensure that your complaint is dealt with
promptly, fairly and free of charge. Making a complaint will not affect how we handle your case.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within five days of
receiving it, enclosing a copy of this procedure.
2. We will investigate your complaint. This will normally involve passing your complaint to
our Miss Taylor, who will review your matter file and speak to the member of staff who
acted for you.
3. Miss Taylor will then invite you to a meeting to discuss and hopefully resolve your
complaint. She will do this within 14 days of sending you the acknowledgement letter.
4. Within five days of that meeting Miss Taylor 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, you will be sent a detailed written reply
to your complaint, including the suggestions for resolving the matter, within 21 days of
sending you the acknowledgement latter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange
for another Director within the firm 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 we have to change any of the above timescales, we will let you know and explain why.

The Legal Ombudsman

If you are still not satisfied with our handling of your complaint you can ask the Legal
Ombudsman to consider the complaint. We would hope that this does not become necessary
and that we can resolve matters between ourselves. Contact details are as follows:

PO Box 6167
Slough
SL1 0EH
Tel:
Email:
Website:
0300 555 0333
enquiries@legalombudsman.org.uk
www.legalombudsman.org.uk

The Legal Ombudsman expects complaints to be made to them within one year of the date of
the act or omission about which you are concerned, or within one year of you realising there
was a concern. You must also refer your concerns to the Legal Ombudsman within six months
of our final response to you.

Complaints in relation to bills

The procedure above also applies to complaints arising concerning our bill. There may also be
a right to object to the bill by applying to the court for an assessment of the bill under Part III of
the Solicitors Act 1974; The Legal Ombudsman may not consider a complaint about a bill if you
have applied to the Court for assessment of that bill.

Raising concerns with our regulator

The Solicitors Regulation Authority (SRA) can help you if you are concerned about our
behaviour. This could be for things like dishonesty, taking or losing your money or treating you
unfairly because of your age, a disability or other characteristic. You can find information about
raising your concerns with the SRA at: www.sra.org.uk/consumers/problems/report-solicitor.