Client Care

We care very much about our clients and strive to provide a service that meets our clients’ needs.  We see it as our primary function to ensure that each client receives a prompt, efficient and empathetic service.  We recognise that our clients are often going through life events that can be stressful and we would want our clients to consider that we are here to support them through those events.

We are never complacent and always willing to learn from our clients’ experiences of using the firm.  We value feedback of a positive nature and also bringing to our attention to areas where you feel we could improve our services.

Our client care partner is Stephanie Alderwick and you should feel free to contact heron if you have any concerns about the service that we have provided.

We hope that you will never be in the position where you consider that you need to make a formal complaint but if you do the firm’s complaints procedure can be found here.

The Legal Ombudsman (an independent complaints body which investigates complaints from consumers about their legal service providers in England and Wales) is introducing updated Scheme Rules from 1 April 2023.

A key change relates to the timescale to refer complaints to the Legal Ombudsman – this is reducing to within 1 year from the date of the act or omission about which you are concerned or within 1 year from when you should reasonably have known there was a cause for complaint.

The requirement to refer complaints to the Legal Ombudsman within 6 months of receiving a final response from the firm about a complaint will remain the same under the new Rules.

The Legal Ombudsman will have discretion to extend the timescale beyond 1 year where it considers it would be fair and reasonable to do so.  However, this will not be a given and will be considered on a case-by-case basis.

 For more information, please refer to our internal Complaints procedure.  The full text of the new Rules can be found on the Legal Ombudsman’s website.