Introduction and Commitment

    Kennedy Hunter Solicitors is committed to providing a high-quality service to all clients across our areas of practice, including medical negligence, personal injury, housing disrepair, commercial, and litigation matters. If something goes wrong or you are dissatisfied with our service, please tell us. We welcome the opportunity to put things right and handle any complaint promptly, fairly, and at no cost to you. This complaints procedure is designed in compliance with the Solicitors Regulation Authority (SRA) Standards and Regulations to ensure your concerns are addressed effectively.

    How and When You Can Complain

    You can raise a complaint at any time during or after your matter if you are unhappy with any aspect of our service or charges. We encourage you to do so as soon as possible so that we can address the issue promptly. Complaints can be made in writing, by email, by telephone, or in person:

    • In Writing: Address your letter to Hamzah Shafiq, Kennedy Hunter Solicitors, 36 Westgate, Cleckheaton, BD19 5EY.
    • By Email: hamzah.shafiq@kennedyhunter.co.uk
    • By Telephone: 0161 817 7200
    • In Person: Request an appointment with Hamzah Shafiq

    When making your complaint, please provide your name, contact information, reference number (if known), and a description of the issue. Making a complaint will not affect the way we handle your matter.

    Stage 1 – Initial Complaint Handling by Hamzah Shafiq

    1. Acknowledgement: We will acknowledge your complaint within 2 working days.
      2. Investigation: We will investigate your concerns and aim to respond fully within 4 weeks.
      3. Outcome: A written response will be provided. We may also offer to meet or speak with you to discuss and resolve the issue.
      4. Remedies: If your complaint is upheld, remedies may include an apology, corrective action, a reduction of our fees, or another appropriate solution.

    Stage 2 – Review by Khuram Hussain (If Unresolved)

    If you are not satisfied with the response at Stage 1, you may ask for the matter to be reviewed by Khuram Hussain, who is a senior solicitor not previously involved in the complaint.

    • Your request should be made in writing, by phone, or by replying to the Stage 1 response.
    • Khuram Hussain will conduct a further investigation and issue a Final Response within 10 working days.
    • This Final Response will set out our final position and the conclusion of our internal complaints process.

    If You Remain Unhappy – External Options

    Legal Ombudsman

    If we have not resolved your complaint within 8 weeks, or you remain dissatisfied after receiving our Final Response, you can refer your complaint to the Legal Ombudsman.

    • You must usually refer your complaint within 6 months of our final response, and no later than 1 year from the issue or when you should reasonably have become aware of it.
    • Contact details:
      • Website: www.legalombudsman.org.uk
      • Phone: 0300 555 0333
      • Email: enquiries@legalombudsman.org.uk
      • Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

    Solicitors Regulation Authority (SRA)

    If your complaint involves professional misconduct, such as dishonesty, discrimination, or breaches of SRA principles, you may report this to the SRA.

    • The SRA does not deal with service complaints (those should go to the Legal Ombudsman).
    • Contact details:
      • Website: www.sra.org.uk
      • Email: report@sra.org.uk
      • Phone: 0370 606 2555
      • Address: The SRA, The Cube, 199 Wharfside Street, Birmingham, B1 1RN

    Alternative Dispute Resolution (ADR)

    In accordance with EU regulations, we must inform you of an ADR provider, such as ProMediate. However, please note that we do not agree to use ADR services other than the Legal Ombudsman.

    Accessibility and Further Guidance

    We are committed to accessibility. If you need this document in a different format (e.g., large print or audio), or require help making a complaint, please let us know. We are happy to assist and make reasonable adjustments.

    Compliance with SRA Standards and Regulations

    This procedure complies with the SRA Code of Conduct for Firms. In particular, we:

    • Have a written complaints procedure and provide it to clients at the start of their matter
    • Handle complaints promptly, fairly, and without charge
    • Inform clients of their right to contact the Legal Ombudsman and the time limits for doing so
    • Maintain records of complaints to improve our services

    We value your feedback. Complaints help us improve the quality of our service and we aim to resolve all concerns in a fair and timely manner.

    Last updated: May 2025