Home > Client information > Service standards

Service standards

We are committed to working with you to manage your case and meet your expectations.

You are therefore welcome at any time to contact a member of the Practice management team to discuss any concerns or questions you may have.  You may also find our Information for Clients Flyer helpful.

Hardwicke is a professionally run and open organisation. We welcome the opportunity to know what our clients and contacts think so that we can improve our services, recognise and reward staff for impressing our clients, provide additional training if necessary, and help to develop members’ practices. Your views on our service are important to us. If you would like to share your feedback with us, please contact Amanda Illing (CEO).

We value your instructions and we take a real pride in delivering a quality service to our clients.  Delivering a quality service is embedded in our strategic business objectives, and in the team objectives of our staff team.  However, like all organisations we recognise that sometimes things don’t go according to plan.  If for any reason you are unhappy with the service provided, let us know as soon as possible, either by telephone or in writing, so that we can have the chance to try to resolve your concerns as quickly as possible.  You can raise your concerns directly with Amanda Illing (CEO).

In the unfortunate event that we cannot resolve your concerns informally, you can make a formal complaint.  You can view our Complaints Procedure here.

If you are not satisfied with the response that you get from our Quality Assurance & Complaints Committee you have the right to make a complaint to the Legal Ombudsman. This is the independent complaints body for complaints against lawyers. You must make your complaint to the Legal Ombudsman within six years of the complaint arising (or three years from when you should reasonably have known that there was cause for complaint).

You can contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ, email: enquiries@legalombudsman.org.uk or telephone 0300 555 0333. If your complaint amounts to a breach of the Professional Code of Conduct of the Bar of England and Wales, the Legal Ombudsman will pass your complaint directly to the Bar Standards Board which is responsible for regulating barristers. For further details see: www.legalombudsman.org.uk.  You can also find details of the Legal Ombudsman’s decision data here.