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. Making a complaint will not affect how we handle your case.
What do do if we cannot resolve your complaint?
The Legal Ombudsman can help you if we are unable to resolve the 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.
Visit www.legalombudsman.org .uk
Call 0300 555 0333 between 9am to 5pm.
Email firstname.lastname@example.org .uk
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 agre, a disability or other characteristic.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority: www.sra.org.uk