Complaints Procedure
My commitment to you
I aim to provide all clients with a high standard of legal service. However, if you are unhappy or concerned about any aspect of the service I have provided, including my charges, please tell me so that I have the opportunity to address the issue.
Making a complaint will not affect how I handle your matter and there is no charge for dealing with a complaint.
How to make a complaint
In the first instance, please contact me to explain your concerns. I will try to resolve the issue with you promptly and informally where possible.
If you wish to make a formal complaint, please contact:
David Hughes
Freelance Solicitor
Email: david@hughespost.co.uk
Telephone: 07701 027881
Address: 24 Lawrance Road, St Albans, AL3 6EA
It is helpful if you explain:
- what you believe has gone wrong;
- how you would like the issue to be resolved; and
- any particular concerns you would like me to address.
What happens after I receive your complaint?
I will acknowledge your complaint promptly and consider the matters you have raised carefully and impartially.
I may ask you for further information if this is necessary to understand or investigate your complaint.
Once I have investigated the complaint, I will provide you with my response and, where appropriate, propose how the matter might be resolved.
I aim to deal with complaints as promptly as possible. In any event, I will provide my final response within eight weeks of receiving your complaint.
What if I cannot resolve your complaint?
If I am unable to resolve your complaint to your satisfaction, you may be entitled to ask the Legal Ombudsman to consider it.
The Legal Ombudsman is an independent organisation which deals with complaints about legal services.
Before accepting a complaint for investigation, the Legal Ombudsman will normally require you to have given me an opportunity to resolve the complaint first.
Generally, you must refer your complaint to the Legal Ombudsman:
- within six months of receiving my final written response to your complaint; and
- no more than one year from the date of the act or omission you are complaining about; or
- no more than one year from the date when you should reasonably have known that there was cause for complaint.
Further information about the Legal Ombudsman, including how to make a complaint, is available from:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Telephone: 0300 555 0333
Website: legalombudsman.org.uk
Complaints about my conduct
The Solicitors Regulation Authority (SRA) regulates solicitors in England and Wales.
The Legal Ombudsman generally deals with complaints about the service you have received. The SRA deals with concerns about professional conduct.
You may wish to contact the SRA if you are concerned about matters such as dishonesty, misuse of client money, discrimination or a serious breach of the SRA’s professional rules.
Further information about reporting a solicitor is available on the SRA’s website at sra.org.uk.
Alternative dispute resolution
If I have completed my complaints procedure and we have been unable to resolve your complaint, I will also provide you with information about an appropriate approved alternative dispute resolution (ADR) body which would be competent to deal with the complaint and tell you whether I agree to use that body’s scheme.
Regulatory status
David Hughes is a solicitor of England and Wales regulated by the Solicitors Regulation Authority and practises as a freelance solicitor.
SRA number: 8010169
Hughespost is the website used by David Hughes in connection with his freelance legal practice and is not an SRA-authorised law firm.
Last updated: July 2026