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Disclaimer, Copyright, General Terms and Conditions of Business and Complaints Procedure

The example of cases, time limits and the advice given on this website are by way of illustration only and without personal liability on the part of Hayes Solicitors Limited or any partner or employee of Hayes Solicitors Limited who owe no duty of care unless and until a retainer has been accepted by Hayes Solicitors Limited.

All rights are reserved. No part of this website may be reproduced in any material form (including photocopying or storing it in any medium by electronic means and whether transiently or otherwise) without the prior written consent of Hayes Solicitors Limited.

Where Hayes Solicitors Limited accepts a retainer from any client it will be on the basis that our General Terms and Conditions of Business (as varied from time to time) of Hayes Solicitors Limited are deemed to be incorporated. A copy of those General Terms and Conditions of Business may be sought from Hayes Solicitors Limited.

Hayes Solicitors Limited is a limited liability company (Company Registration number 7815582) registered in England and Wales, whose registered office is situated at 18 Serpentine Road, Harborne, Birmingham B17 9RE. A list of directors is available on application. It is authorised and approved by the Solicitors Regulation Authority under SRA Number 564669. The SRA Code of Conduct for solicitors can be found at www.sra.org.uk.

Complaint Procedure

The Company is committed to providing a high quality legal service to all the Company’s clients.  When something goes wrong, you need to tell the Company about it as this will help the Company improve its standards.

If you have any complaint about the standard of service provided to you then you should contact Bill Hayes as soon as you are aware of the problem so that it can be addressed and the Company’s complaint handling procedure can be implemented.

Once your complaint has been made the Company will send to you a letter acknowledging your complaint within 5 days of your raising your concerns, enclosing a copy of the Company’s complaint procedure.

Your complaint will then be investigated. This will normally involve a review of your matter file.

You will be invited to a meeting to discuss your complaint and, it is hoped, resolve your complaint. This will be done within 14 days of sending to you an acknowledgement of your complaint.

Within 3 days of the meeting, Bill Hayes will write to you to confirm what took place at the meeting and any solutions that he has agreed with you.

If you do not want a meeting or if it is not possible for you to attend a meeting, then Bill Hayes will send to you a written reply to your complaint, including his suggestions for resolving the matter within 21 days of sending to you the acknowledgement letter.

If you are not satisfied, you should contact Bill Hayes again to explain why you are unhappy with the response from Bill Hayes on behalf of the Company. If Bill Hayes feels that it would help resolve your complaint, Bill Hayes may, at his sole discretion, ask for another lawyer or barrister to review your file. If this option is selected by Bill Hayes on behalf of the Company, then you expressly agree to waive your right of confidentiality under the General Data Protection Regulation (EU) 2016/679 for the purposes of such a review by an independent third party.

The Company will write to you within 14 days of receiving your request to review, confirming the Company’s final position on your complaint and explaining the reasons for that decision.

If the Company has to change any of these times scale the Company will let you know and explain the reason why.

In the event that your complaint is not dealt with in a satisfactory manner you can refer your complaint to the Legal Ombudsman or to the SRA whose details are set out below.

If we are unable to resolve the problem at the conclusion of our complaint procedure or after 8 weeks of you first making your complaint in writing to Hayes Solicitors Limited then you have the right to complain further to the Legal Ombudsman or the SRA whose details are set out below.

Any complaint to the Legal Ombudsman will usually be dealt with within 12 months of receiving a final written response from the Company regarding your complaint. The Legal Ombudsman has further guidance on its’ service at www.legalombudsman.org.uk

Regulatory Authorities

The Legal Ombudsman deals with complaints against lawyers. Their website is www.legalombudsman.org.uk and whose postal address is Edward House, Quay Place, Birmingham B1 2RA telephone 0300 555 0333.

This Company is authorised and regulated by the Solicitors Regulation Authority under registration number 7815582. The SRA website is www.sra.org.uk whose postal address is  The Cube, 199 Wharfside Street, Birmingham B1 1RN telephone 0370 606 2555.

The Company is not authorised by the Financial Conduct Authority (the “FCA”). The Company is, however, included on the register maintained by the FCA so that the Company may carry on insurance mediation activity, which is broadly the advising on and selling and administration of insurance contracts. This part of the Company’s business, including the arrangement for complaints or redress if something goes wrong, is regulated by the SRA. The register can be accessed via the FCA website at www.fca.org.uk.

The Law Society is a designated professional body for the purposes of the Financial Services and Markets Act 2000, but responsibility for regulation has been separated from the Law Society’s representative functions. The SRA is the independent regulatory body of the Law Society.