4. Service Issues

4.1 Our intention is at all times to offer a first class service, but we do operate a Complaints Procedure.
4.2 If you have a concern then please feel free to firstly raise it with your Hopkins Solicitor or direct point of contact.
4.3 If you feel that they have not dealt with your concern satisfactorily or, alternatively, if you do not wish to discuss the concern with them then you should contact Martyn Knox our Managing Partner. Mr Knox will acknowledge your concern within 7 days and endeavour to let you have a detailed response within 14 days. A copy of our Complaints Procedure is available on request.
4.4 Hopkins Solicitors LLP is committed to high quality legal advice and client care. If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint.
4.5 A complaint to the Legal Ombudsman must be made within six months of receiving a final written response from us about your complaint. The Legal Ombudsman’s address is PO Box 6068, Wolverhampton, WV1 9WJ.
4.6 If you wish to complain about the bill you have a right to object to the bill and apply for an assessment of the bill under Part III of the Solicitors’ Act 1974.
4.7 In addition the firm is insured for professional indemnity insurance for £3,000,000 and details are available at any of our offices.

6. Online Payments

6.2 Payment of Third Party Fees

We do not and cannot accept payment towards third party fees such as search fees, counsel fees, shortfall payments, or mortgage deposits. If you do make a payment of this type and misuse our system in this way, your payment will be refunded which could take up to ten working days, and could result in significant delays to your case. If you have queries regarding this, please contact our Accounts team in Mansfield on 01623 782 080 for more information.