Elthorne Solicitors are committed to providing a professional, efficient and courteous service to all our clients. If you feel that we have failed to achieve an acceptable standard of service we want you to tell us. We regard it as an opportunity to monitor and improve our quality of service. We will investigate your concerns objectively and try to generate a positive and speedy solution.
All complaints will be taken seriously and investigated objectively. If you have a complaint about the service we have provided you please follow this procedure:
First step: Please first try to resolve your case by speaking to the person handling your case.
Second step: If you are not satisfied with the way in which they deal with your complaint, of if you do not feel comfortable raising your complaint with the solicitor dealing with your case, please contact the solicitor supervising the matter who will be named in your client care letter (letter of engagement). The supervisor will carry out an investigation into your complaint and provide you with a response within 21 business days. If the matter is complex and it takes longer to deal with your complaint, they will let you know as soon as possible and give you an approximate timescale of when you can expect a response. They may suggest a telephone call or meeting to discuss matters. If you have a preference for how they communicate their response to you please let them know. We will ensure that the person dealing with your complaint is neutral and have not been directly involved with the legal work to which your complaint relates. Your complaint will be investigated and considered objectively.
Third step: If you are not satisfied with the final response from the supervisor, or you have not received a response to your complaint within 21 business days, you may refer your complaint to the Legal Ombudsman. They expect complaints to be brought to them within one year of the date of the act/omission about which you are concerned, or one year from when you reasonably should have known about a complaint. The Legal Ombudsman will usually only agree to investigate where they have been contacted within six months of our final response to the complaint.
The Legal Ombudsman’s contact details are as follows:
Telephone: 0300 555 0333 (international: +44 121 245 3050)
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Solicitors Regulation Authority
The Solicitors Regulation Authority can also help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing money or treating you unfairly because of your age, a disability or another characteristic. You can raise your concerns with the Solicitors Regulation Authority.
