HAMMONS SOLICITORS INCORPORATING PAYNE SKILLINGTON
Hammons Solicitors takes pride in providing a personal and professional service.
Hammons is a SRA Regulated Firm. Our SRA Number is 546115
We are well established within Coventry and Warwickshire. Michael Hammon founded Hammon & Co in 1964 and our Head Office is The Old Bank, 353 Walsgrave Road, Coventry.
Our Directors are Michael Hammon, Andris Skudra, Nick Williams, Natalie Gregory and Sophie Mack.
In October 2020 we joined forces with another well established firm, Payne Skillington, who can date its origins back to 1934.
We therefore now also operate from a second office at 2 Park House, Station Square, Coventry.
We are delighted to offer our services from our Walsgrave Road office, close to the University Hospital and prominent business parks and estates and our office where Payne Skillington have operated from for some years, next to Coventry Station, the Friargate development and walking distance from the City Centre. Our Station Square office is headed by Natalie Gregory and Robert Brown, the Principal of Payne Skillington has joined us as a Consultant.
Our ethos is to always provide a high level of service dedicated to suit the needs of our clients.
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure here.
Our Complaints Procedure
Although we aim to provide a quality service which is responsive to our clients' needs there may be occasions when clients are disappointed in some way with the service provided. This procedure aims to deal with such occasions as quickly and sensitively as possible. The procedure applies to all staff working in the practice.
All complaints will, in the first instance, be brought to the attention of the Directors who will designate a Director to deal with your complaint (the Complaints Director).
What will happen next?
1) We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out if necessary. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive your letter within three days of us receiving your complaint.
2) We will record your complaint on our Central Register of Complaints and open a separate file for your complaint. We will do this within two days.
(a) The Complaints Director will ask the member of staff who acted for you to reply to your complaint within five days.
(b) The Complaints Director will then examine their reply and the information in your complaint file. If necessary he may also speak to them. This will take up to three days from receiving their reply and the file.
(c) The Complaints Director will then invite you to a meeting and discuss, and hopefully resolve, your complaint. he will do this within three days.
(d) Within two days of the meeting, the Complaints Director will write to you to confirm what took place and any solutions he has agreed with you. If you do not want to meet him, or it is not possible, the Complaints Director will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within five days of completing the investigation.
(e) At this stage, if you are still not satisfied, you should contact us again. We will then arrange to review our decision. this will happen in one of the following ways:-
(I) Another Director in the firm will review the Complaints Directors decision within ten days.
(II) That Director will write to you within five days after that to inform you of the result of this review and, if appropriate, to request you attend a further meeting.
3) If the complaint relates to a Director himself, the matter will be referred to an alternative Director who, following an appropriate investigation, will send a full written response to the client.
4) At the end of the Review process we will, within five days, write to you to let you know the result and confirm our final position on your complaint and explain the reasons. The written response must confirm that this is our final response and explain that if a client is not satisfied with the response, they are entitled to complain to the Legal Ombudsman and will explain how they can be contacted.
5) If we have to change any of the timescales above we will let you know and explain why.
6) At the conclusion of each complaint the Director and the appropriate member of staff will review the cause of the complaint in order to try and prevent similar problems happening again.
7) If we have been unable to settle your complaint using our internal complaints process, you have a right to complain to the Legal Ombudsman, and independent complaints body, ,established under the Legal Services Act 2007 that deals with legal services complaints.
You have six months from the date of our final letter in which to complain to the Legal Ombudsman.
PO Box 6806
Telephone: 0300 555 0333
Email address: firstname.lastname@example.org
Alternative complaints bodies such as Ombudsman Services https://www.ombudsman-services.org Promediate www.promediate.co.uk and Small Claims Mediation www.small-claims-mediation.co.uk exist, which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We agree to use these schemes
Making a complaint will not affect how we handle your case.
The Solicitors Regulation Authority 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 characteristi
You can raise your concerns with the Solicitors Regulation Authority (/consumers/problems/report-solicitor.page)
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. if you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
if you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am and 5pm
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ