Contact Us

If you would like to contact a member of our team about any of our services then please get in touch with us today on 01937 547000.

Visit Us

Prefer to drop in?  Visit our easily accessible offices with free parking at:

Hartlaw LLP
63 St James Street
West Yorkshire
LS22 6RS

Office hours are Monday to Friday 9am to 5.00pm. 

Email Us

Please feel free to contact us regarding any enquiry you may have. Email us at and we will get back to you as soon as possible.

Fax no: 01937 547035/01937 547030

Complaints Policy

At Hartlaw LLP, our primary objective is to provide a quality service to all of our clients.
As a professional law firm regulated by the Solicitors Regulation Authority (SRA) we strive to provide our clients with a professional service at all times. This includes dealing effectively with any complaints or concerns that you may have.
If you believe that the service provided to you has fallen short of these standards, then you should let us know. We can then properly investigate the matter and take any appropriate action in order to hopefully resolve your complaint or deal with your concerns.

If you are a client of Hartlaw LLP and have concerns over how your matter is being dealt with, or concerns over the service which you are receiving, then please do raise this in the first instance with the person who has day to day responsibility for your matter, or the Partner in charge of your file (normally the supervisor named in your ‘client care’ letter).
Please provide them with full details of your concerns which will be investigated with a view to resolving the matter to your satisfaction.
We ae usually able to resolve most concerns and matters successfully and effectively, without the need for any further action to be taken.

Formal Client Complaints
If we are unable to resolve your concerns to your satisfaction via the person dealing with the matter, then you should raise a formal complaint. Hartlaw LLP intends to deal with complaints from clients fairly and effectively in order to preserve your goodwill even if things have gone wrong. If we make a mistake, we will admit it honestly, apologise, make arrangements to prevent a repetition of the mistake and, in appropriate circumstances, compensate you.
To make a complaint please contact Nick Dyson on 01937 547010 or email If Nick Dyson is the lawyer with conduct of your matter and you would prefer to speak to somebody else please contact Dianne Burke on 01937 547003.

Complaints Procedure
Our complaints procedure provides that we will contact you promptly to acknowledge your complaint and to confirm or explain any details, as well as providing you with full contact details, for the person investigating your complaint, and, we will record your complaint in our central register of complaints and open a file for it. The person looking into your complaint will examine the relevant file.
We normally prefer a face-to-face meeting to discuss any unresolved complaints but, in the current situation, you may prefer us to deal with your complaint by email or telephone.  We would expect to contact you in this way within 14 days after first receiving your complaint.
If your complaint is resolved we will write to you confirming the arrangement made.  In appropriate cases we may offer an apology, a fee reduction or repayment.  If you remain dissatisfied you may ask for a review of the decision.

Review of Decision
At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 days. This will happen in one of the following ways.
  • The decision will be reviewed at the next full meeting of the Members of this firm. This may take up to one month.
  • We will arrange for someone in the firm who has not been involved in your complaint to review it.
  • We will ask our local Law Society or another local firm of solicitors to review your complaint. We will let you know how long this process will take.
  • We will invite you to agree to independent mediation. We will let you know how long this process will take.
We will let you know the result of the review within five days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Legal Complaints Service. If you are still not satisfied, you can contact them about your complaint. We will provide you with their contact details. We very much hope that this will not be necessary.
In the unlikely event that you are still not satisfied with the outcome of our final response and any remedial action being taken, you can then contact the Legal Ombudsman who may consider your complaint further.
The Legal Ombudsman service is only available to individuals, members of the public, prospective clients, very small businesses, charities, clubs, and trusts. Any complaint to the Legal Ombudsman must be made within certain time limits (specifically, within six months from the date of our Final Response).
If you are unsure as to whether the Legal Ombudsman can assist you with your complaint, you can contact the Legal Ombudsman Service at:
Phone:    0300 555 0333
Address:  PO Box 6806. Wolverhampton, WV1 9WJ
We keep a central record of all complaints received including details of the nature of the complaint and the outcome of our investigation. 

Non- Client Issues
If you are not a client of Hartlaw LLP but have a complaint to make where Hartlaw are acting for another party in the transaction or matter, your appropriate course of action is to raise your concerns with your appointed legal representative.
Please note that we are unfortunately unable to deal with you directly in cases where you have a legal representative already acting on your behalf.
If you are not a client of Hartlaw LLP but have a complaint to make and are not represented by anyone acting on your behalf, please note that we will only be able to consider your complaint in the event that you are alleging that we have acted in breach of the principles or outcomes provided for in the SRA Code of Conduct.
In such circumstances, please send your complaint by way of email to or write to us with full details of the alleged breaches. We will then contact you to acknowledge receipt of your correspondence and investigate the matters raised.
Alternatively, you can make a report to the SRA at:
Phone:    0870 606 2555
Address:  The Cube, 199 Wharfside Street, Birmingham, B1 1RN

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