Complaints Policy 

We are interested to learn about the quality of your experience with ELS. We welcome any feedback that you are able to provide us with either during or at the end of a matter so that we can continually seek to improve the service we provide to you.

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 to you then

We are interested to learn about the quality of your experience with ELS.  We welcome any feedback that you are able to provide us with either during or at the end of a matter so that we can continually seek to improve the service we provide to you.

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 to you then you should inform us immediately so that we can do our best to resolve the problem for you. In the first instance it may be helpful to contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint then you can access our full complaints procedure here ECC Intranet - Complaints, Compliments and Comments policy.

 

What happens if we don’t agree with your views on the complaint?

If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from lawyers.

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

and

  • 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:

 

Visit www.legalombudsman.org .uk

Call 0300 555 0333 between 9am to 5pm.

Email enquiries@legalombudsman.org .uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Contact Us

To find out how we can help you and your organisation, please get in touch by phone or email, or visit us at our Chelmsford office.

 

ELS is the inhouse service of Essex County Council.  Essex Legal Services Limited is the trading vehicle of ELS

For general legal requests and advice on new matters our Duty Advice Service (available to subscribers only) operates between 9.00am and 5.15pm. contact us on : 0333 013 9993.  Or if you want to subscribe please call: 0333 013 2305.

 

ELS, Seax House, Victoria Road South, Chelmsford, Essex, CM1 1QH
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