Complaints Handling

I hope you do not have any reason to make a complaint about my service; however, if at any point you become unhappy or concerned about the service I have provided then I would encourage you to inform me immediately, so that I can do my best to resolve the problem.

In the first instance it may be helpful to contact me to discuss your concerns and I will do my best to resolve any issues. You can contact me at enquiries@haworthfamilylaw.co.uk

Complaints for Pro Bono Advice

For complaints relating to pro bono advice, please review the procedure for the law firm under which the advice was provided. Haworth Family Law cannot be held responsible for advice provided to you by a solicitor or firm which you have been signposted to. For complaints about pro bono advice from Catherine Haworth, please visit the complaints procedure at Avon & Somerset Family Law.

Complaints Procedure for Other Matters

The complaints procedure is as follows:

Step One:

If you have not already done so, please let me know the full nature of the problem.

Step Two:

I will write to you acknowledging your complaint within five working days. In this letter, I shall confirm what happens next.

Step Three:

I shall then investigate the matter by reviewing your complaint within ten working days of acknowledging receipt of the complaint. If, for some reason, the matter cannot be investigated in this time frame, then I will write to you to let you know why and provide a revised timescale.

Once the investigation has been completed, I shall invite you to a meeting to discuss the issues you have raised and hopefully resolve the complaint. This could be a meeting, video conference call or telephone call and your preference will be taken into account along as well as how best the matter may be dealt with. This process of engagement will take place within ten working days of concluding the investigation of the matter. Following the meeting or call, I will write to you within five working days of the meeting or call to confirm the discussion and the solution agreed upon.

If you do not want to or are unable to attend such a meeting or engage in a discussion (or the meeting or call is not necessary), I will be happy to send you a detailed, written response, including the proposed solution, within fifteen working days of concluding the investigation of the matter.

Solicitors Regulation Authority

If someone thinks a solicitor might be dishonest or they have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service.