Mason Hayes Solicitors

Treating Clients Fairly Policy

Our Approach

Mason Hayes embraces an internal culture of enthusiasm, commitment and motivation with an ethos focused on providing client care. Mason Hayes prides itself on its unique ability to work in partnership with its clients and strives in a solution driven environment to offer value for money.

The firm recognises that its clients are an invaluable asset and Mason Hayes is committed to treating clients fairly. Mason Hayes aims to provide an effective and user-friendly service which is robust, competent and reliable.

Mason Hayes has a solid reputation in the legal market and strives to build long-standing, trusted relationships with all of its clients. This approach was recognised when in 2011 Mason Hayes was shortlisted for the Law Society’s Excellence in Client Service Award.

Our Service

In delivering our commitment to treat clients fairly, Mason Hayes will make every effort to ensure that its clients are wholly satisfied with the legal services they receive and Mason Hayes will endeavour to:

  • ensure that we listen to and understand the needs of each of our clients at the commencement of every instruction we undertake;
  • ensure that we take responsibility to deliver our clients’ needs and meet their expectations throughout their relationship with Mason Hayes;
  • ensure our clients are made aware of the risks associated with their case at the outset and at appropriate times during the life of the case;
  • ensure our clients know who has day to day conduct of their case and that contact details for the appropriate fee earner are provided;
  • ensure that we conduct regular and thorough dialogue with our clients regarding strategic direction and planning in every matter that we handle for them;
  • ensure that we keep clients fully informed regarding the progress of their matter in a clear and understandable way;
  • deliver our services in a clear and transparent way without any hidden conditions or complexities;
  • ensure Mason Hayes’ fees are clearly set out, understood and agreed to avoid any unpleasant surprises;
  • ensure our clients receive value for money;
  • ensure our clients are informed as soon as we become aware of any conflict of interest situation which may arise; and
  • ensure our staff receive excellent training in order to provide the best legal expertise when advising and acting on behalf of our clients.


Whilst Mason Hayes prides itself on its unblemished record for complaints, we do understand that there could be occasions when something may go wrong. Any client complaint will be dealt with in an appropriate and timely manner, addressing any questions or concerns promptly. Any complaint will be escalated as appropriate and in line with Mason Hayes’ obligations to our clients and to the Solicitors Regulation Authority. The Mason Hayes Complaints Procedure is enclosed with our standard Client Care and Terms of Business letter issued to all of our clients at the outset of the client relationship.

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure which will have been supplied to you at the outset of our instruction. Making a complaint will not affect how we handle your case.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint


  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Call: 0300 555 0333 between 9.00 to 17.00.

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

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Mason Hayes Limited is authorised and regulated by the Solicitors Regulation Authority under registration number 537318. The professional rules relating to our services can be accessed on the Solicitors Regulation Authority website at Mason Hayes Solicitors and Mason Hayes are trading styles of Mason Hayes Limited which is a company registered in England and Wales under company number: 3401175. Our registered office is Siviter House, No 1 The Grange, Altrincham Road, Wilmslow, Cheshire, SK9 5ND. Our VAT number is 803 032 486. All rights reserved. Terms & Conditions. Privacy Policy
Mason Hayes