Complaints Procedure
If something has gone wrong, tell us. We take every complaint seriously, and we will put things right where we can.
Last updated: 14 August 2026
Our commitment
HD Claims is a trading name of Bridgewater Law Ltd, authorised and regulated by the Solicitors Regulation Authority (SRA No. 8012009). We take every complaint seriously.
How to raise a complaint
Please give us as much detail as you can about what has gone wrong and what you would like us to do about it. You can contact us:
Complaints Partner, Bridgewater House, Surrey Road, Nelson, BB9 7TZ
What happens next
Within 3 working days
We will acknowledge your complaint in writing and tell you who is dealing with it.
Investigation
Our Client Care Partner will review your file and speak to the people who worked on your matter.
Within 21 days of acknowledgement
We will send you a detailed written reply, including our proposals for resolving the matter. If we need longer (for example, in a complex matter), we will tell you why and give you a new date.
Within 8 weeks
You will have our final written response at the latest.
Where a meeting would help, we may invite you to one; we will confirm the outcome of any meeting in writing within 3 working days.
The Legal Ombudsman
If we have not resolved your complaint to your satisfaction within 8 weeks, or you are unhappy with our final response, you can ask the Legal Ombudsman to look into it. The Legal Ombudsman is an independent body that deals with complaints about legal service providers. This service is free to use.
Time limits apply — you must refer your complaint:
- within 6 months of receiving our final written response to your complaint; and
- within 1 year of the act or omission you are complaining about, or within 1 year of when you should reasonably have known there was cause for complaint.
The Legal Ombudsman deals with complaints from members of the public, very small businesses, charities, clubs and trusts; details of who is eligible are on the Legal Ombudsman website.
The Solicitors Regulation Authority
The Legal Ombudsman deals with poor service. If your concern is about our conduct or behaviour — for example dishonesty, losing your money, or treating you unfairly because of your age, a disability or another protected characteristic — you can raise it with the Solicitors Regulation Authority at any time: sra.org.uk/consumers/problems/report-solicitor.
Complaints about our handling of your data
Concerns about how we have used your personal information are covered by our Privacy Policy, which includes your right to complain to the Information Commissioner’s Office.
SRA Number: 8012009 · Company Number: 16083501
