Client Care at MHHP Law

Client Care at MHHP Law

After years of successfully delivering results for hundreds of clients, we understand what it takes to provide clients with the excellence they deserve.

At MHHP law, we believe expert counsel requires more than offering practical legal solutions. Thus, at the core of how we do business is a commitment to sound judgement, inquisitive research, intelligent analysis and compassion for the plight of our clients.

Going above and beyond is a vital component of our work. And we’d love to explain how we care for each client we work with.

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5 Characteristics of our Approach

5 Characteristics of our Approach

From your initial consultation, we put you first.

Our client-centric method is one of the reasons clients have come to expect both intelligence and creativity from our expert solicitors.

Because a case can be grouped under an established branch of the law doesn’t mean it can be resolved with a conventional approach.

We believe every client presents a unique set of circumstances which ought to be examined with open and inquisitive analysis.

We strive to provide legal expertise that is tailored specifically for the most effective and favourable resolutions.

At MHHP Law, we know clients trust us with their peace of mind. As a result, one of our main priorities is a focus on open and responsive communication.

  • Whether you need to be informed by email, phone or a face-to-face meeting, we believe you deserve a prompt response to your concerns.
  • We break down convoluted legal processes into a language you can understand.
  • We don’t believe in surprises. Not when it comes to fees or any step of the legal process. We discuss and agree on realistic expectations at every level of our client relationship.
  • We get to know you so we may represent you with your long-term interest at the forefront of our considerations.

We understand most people don’t look forward to situations which require legal counsel. Quite often individuals are faced with these stressful circumstances during inconvenient moments.

At MHHP Law, we appreciate the diligence undergone before a client chooses us to represent them. We don’t take that trust for granted.

We strive to take away legal stress while saving our clients time and money.

At MHHP Law, not only are clients reassured with direct access to a professional solicitor who understands every detail of their case, we take service superiority a step further.

We find it beneficial to share knowledge amongst our team when necessary, maximising our collective experience. As a result, we can ensure that clients benefit from multiple expert perspectives as we approach ideal resolutions.

At MHHP Law, we combine vast legal experience and stellar credentials with enthusiasm for outstanding service.

Our team knows what it takes to reach effective resolutions because we are continually seeking innovative approaches in the field of law.

We are intellectually curious and disciplined. Our expert solicitors implement new concepts to address complex problems because we believe clients deserve the most up to date legal representation available.

What can you expect from MHHP Law Partners?

What can you expect from MHHP Law Partners?

Ruth Hayward

Ruth Hayward, Partner
A solicitor since 2008, Ruth Hayward is respected for her tenacity and willingness to accept complicated legal challenges.

She takes pride in shouldering responsibility, so her clients aren’t burdened with concerns.

Ruth is thorough, efficient and specialises in Landlord and Tenant Law, as well as Private Client Matters.

Jonathan Gilbert

Jonathan Gilbert, Partner
A solicitor since 2008, Jonathan Gilbert has built a reputation for his insightful analysis.

He is trusted to observe problems in creative ways, implementing intelligent strategies which assure optimal resolutions for clients.

Esteemed for his legal knowledge, Jonathan is diligent, proficient and specialises in Civil Litigation and Family Law.

Tayo Taylor

Tayo Taylor, Partner
A solicitor since 2002, Tayo Taylor embodies the passion needed to tackle the most demanding legal matters confidently.

As a member of the Law Society’s Family Law Advanced Accreditation scheme in International Child Abduction, Wardship and Private Law Children, Tayo meshes compassion with intelligence, the ideal formula for success when resolving family law matters.

Steven Hickling

Steven Hickling, Managing Partner
A solicitor since 1996, Steven Hickling was a founding partner at MHHP.  No longer on the front line of case handling Steven provides support to the firm and to clients in matters such as compliance, marketing, mentoring, advice and complaints handling.

Renowned for his accountability, he takes the time to know all aspects of the firm and its operations to help ensure we provide the best services.

The MHHP Law Approach to Client Care

The MHHP Law Approach to Client Care

Complaints Handling Procedure

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 we would encourage you to inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact an advisor who is working on your case to discuss your concerns and we will do our best to resolve any issues.

If you still have queries or concerns, please contact Steven Hickling, Managing Partner on 0203 667 4780 or at steven.hickling@mhhplaw.com.

For further information or if you want to make a formal complaint, then you can read our full complaints procedure here. In our procedure, we explain how we will handle a formal complaint. We also explain the role of the Legal Ombudsman and the Solicitors Regulation Authority and provide useful contact details so that you can be properly aware of your rights and the options available to you.  Please be aware that you must make your compliant within six months of receiving our final response to your complaint and no more than one year from the date of the act or omission being complained about; or no more than one year from the date when you should reasonably have known that there was cause for complaint.

Get in Touch

At MHHP Law, we believe the most effective strategy for any legal team is to offer legal service of the highest standard consistently.

Hence, we make it our business to deliver effective legal representation based on practical and innovative strategies. Just as critically, we nurture the human aspect of our client relationships.
Feel free to contact us immediately.

Alternatively, you may continue browsing our website to learn more about the legal services we provide:

Complaints Policy

We are committed to providing a high quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us improve our standards.

Complaint Procedure

If you have a complaint please contact Steven Hickling, Managing Partner on 0203 667 4780 or at steven.hickling@mhhplaw.com and provide the details of your complaint.

  1. We will send you a letter or e-mail acknowledging receipt of your complaint within 3 working days of us receiving the complaint, enclosing a copy of this procedure.
  2. The Managing Partner, Steven Hickling will then investigate your complaint. He will review relevant files and speak to the members of staff with the conduct and management of those files;
  3. Within 14 days of sending you the acknowledgement letter/email Steven will:
    1. invite you to a meeting to discuss and hopefully resolve your complaint.
    2. If you wish to have such meeting this will be arranged and then within 3 days of the meeting Steven will write to you setting out details of what took place and any solutions that he has agreed with you.
    3. If you do not want a meeting or it is not possible Steven will send you a detailed written reply to your complaint, including his suggestions for resolving the matter within 21 days of sending you the acknowledgement letter.
  4. At this stage if you are still not satisfied, you should contact us again and another Solicitor of the firm, not previously involved in the complaint, will then review the decision.
  5. We will write to you within 14 days of receiving your request for a review confirming our final position on your complaint and explaining our reasons.
  6. We are permitted a period of eight weeks to consider the complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then our clients are advised that they may ask the Legal Ombudsman to consider the complaint.
  7. So, if you are still not satisfied after following the procedure above you can contact the Legal Ombudsman at PO Box 6167, Slough SL1 0EH about your complaint.Any complaints to the Legal Ombudsman should be made within 6 months of the date of our final decision on your complaint but for further information you should contact the service on 0300 555 0333 or refer to legalombudsman.org.uk.If any of the time scales above have to be changed we will notify you and explain why.
  8. Contact details for the Legal Ombudsman is as follows: tel: 0300 555 0333 or visit legalombudsman.org.uk and the address is The Legal Ombudsman PO Box 6167, Slough, SL1 0EH.

If someone thinks a solicitor might be dishonest or has concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA).

There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman).

For further information about the SRA’s role, please contact the SRA or visit: sra.org.uk/consumers/problems/report-solicitor.page#report

To the extent that your complaint relates to a breach of Personal Data or it is evident that you are exercising your Rights as a Data Subject under data and information rights legislation (including, but not limited to the UK GDPR and Data Protection Act 2018), there may be aspects of the compliant that we may have to deal with and/or respond to differently in light of our obligations as a Data Controller.

It may be that aspects of your complaint will need to be passed to our Data Protection Officer to assess and respond to in accordance with our Data and Privacy Notice which is available on our website and on request. Our standard complaint handling timescales noted above may also not be appropriate and we will advise you if we have to escalate the timeframe for responding.

In the event of an allegation of a breach of Personal Data and/or any concern that our firm has not handled your personal information properly, we will consider whether a report needs to be made to the Information Commissioner’s Office (ICO). Not all breaches are reportable and we will advise you of the results of our assessment.

Should it be clear that you are exercising your rights under data and information rights legislation, please be assured that we will handle that aspect of your complaint in accordance with our regulatory obligations. For instance, we will aim to provide a full response to a Personal Data request within one month but if we cannot respond within that timescale, we will let you know when will be able to respond.

You can find guidance on our obligations under data and information rights legislation on the ICO’s website (ico.org.uk) as well as information on their regulatory powers and the action they can take. You also have the right to lodge a complaint with the ICO provided that you have first allowed us the opportunity to attempt to resolve it ourselves.

For further information or to contact the ICO please visit ico.org.uk/concerns or call 0303 123 1113.

Your rights to refer the complaint to the Legal Ombudsman and SRA (as set out above) may still be available to you in addition to your Personal Data rights.

If the complaint relates to the conduct of a Resolution Member or Resolution Mediator and suggests that they have worked outside the Resolution Code of Practice or the Family Mediation Council Code of Practice, then a complaint may be referred directly to Resolution.

Resolution will only consider the complaint after our own internal complaints procedure has been exhausted (and permitting us a period of eight weeks to attempt to resolve the complaint ourselves).
For information, please see:
resolution.org.uk/contact-us/complaints/make-a-complaint-about-a-member/ and resolution.org.uk/contact-us/complaints/make-a-complaint-about-a-mediator.

If Resolution’s complaints process has been exhausted and the complainant is still not satisfied with the response, where the complaint relates to a mediator, they can appeal directly to the Family Mediation Council. Please see: familymediationcouncil.org.uk/complaints-about-mediators.

For further information about our complaints handling procedures, please do not hesitate to please contact Steven Hickling, Managing Partner on 0203 667 4780 or at steven.hickling@mhhplaw.com or by post MHHP Law LLP, The Studio, Highstone House, 165 High Street, Barnet, EN5 5SU.