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Hansell Drew & Co will be closing later this year, and not accepting new work from the 30th September 2024.

Our team are moving to work with Phoenix Solicitors in an employed capacity, and with regards existing clients we are happy to take your case with us to Phoenix Solicitors.

We expect Phoenix Solicitors to be operating from our current premises at Bridge House in Newton Abbot. In the alternative you are free to instruct whichever solicitors firm you choose and we will of course facilitate the smooth transfer of your file should you request a change of solicitor, and where appropriate for Legal Aid clients we will arrange the transfer of Legal Aid.

We take this opportunity to thank all of our clients past and present for their instructions and confirm that we will continue to keep closed files in a secure storage facility for a period of 6 years from the conclusion of the case. If any existing or past clients have any queries, please contact our office on 01803 834555 or by email admin@hanselldrew.com

Complaints Procedure

Complaints Protocol

 

If you have a complaint please contact us with the details and we will endeavour to respond to your complaint as soon as possible, and hope to resolve it within 8 weeks.

 

If we have not resolved your complaint by then, you may contact the Legal Ombudsman or the Solicitors Regulation Authority.

 

How will my complaint be processed?

 

On receipt of your complaint, a letter acknowledging the complaint will be sent within 5 working days of receiving it, from the Managing Director.

 

The Managing Director will speak with the Solicitor/staff member referred to in the complaint.

 

The Managing Director will respond in writing to you concerning your complaint and where practical offer the opportunity of a face to face meeting to discuss the complaint and hopefully resolve matters.

 

After the meeting, the Managing Director will write to you with a summary of what took place and any solutions agreed.

 

If no meeting has taken place the Managing Director will send you a detailed written reply to your complaint.

 

If you are still not satisfied you should contact us again and we will arrange for another Director to review the Managing Director’s decision and respond to you within 14 days.

 

If you are still dissatisfied at this point you may refer your complaint to the Legal Ombudsman or the Solicitors Regulation Authority.

 

Contact details

 

The Legal Ombudsman can be contacted on: 03005-550333

enquiries@legalombudsman.org.uk

www.legalombudsman.org.uk/

 

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

 

The Solicitors Regulation Authority can be contacted on: 03706-062555

www.sra.org.uk

 

Solicitors Regulation Authority

The Cube

199 Wharfside Street

Birmingham

B1 1RN