COMPLAINTS

COMPLAINTS PROCEDURE

Our Policy

 

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

 

Our Procedure

 

If you are unhappy with the way in which any issues have been raised by you have been dealt with, and you with to make further contact with this firm, please contact either the fee earner dealing with your matter or Wendy Gray by telephone 01255 258544, or by email to wendyg@essexlawlimited.com or by letter to Unit 16, Clacton Enterprise Centre, 1-2 Davy Road, Gorse Lane Industrial Estate, Clacton-on-Sea, Essex, CO15 4XD.

 

If we have to change any of the timescales set out below we will let you know and explain why.

 

What will happen next?

 

If you have written to us, we will acknowledge your letter by return of post or email.  If you have telephoned us, we will write to you acknowledging the phone call.  In both instances we aim to provide an acknowledgement letter within 2 working days of receipt of your complaint.  You will also be given the name of the person assigned to deal with any issues that you have raised.  At the same time we will be able to give you a time frame for investigation of the issues raised by you.

 

Investigation

 

We will then investigate the issues raised by you.  We aim to complete our investigation within 21 working days of the date that we write to you acknowledging your complaint where it is reasonably practicable to do so. There may be instances where our investigations may take longer to complete, and in those circumstances you will be notified.

 

The investigation may involve one or more of the following steps:

 

  • Examining the relevant file
  • A member of staff, or a director telephoning you to discuss the matter further
  • Asking for further information
  • Writing to you in detail

 

When we have completed our investigation we will let you know either in writing or by telephone.

 

What if the matter remains unresolved?

 

If after investigating the matter there remain issues that are unresolved we will invite you to meet us to discuss the matter further and hopefully, reach a resolution.  Within 7 working days of that meeting we will write to you and confirm our discussions together with any solutions we have agreed with you.

 

If you do not wish to meet or it is not possible to meet we will write to you and provide our response, which will include our suggestions to resolve the matter.

 

Review

 

In the event that the matter should remain unresolved you may ask us to review the decision. This will happen within 7 working days of your request in one of the following ways:

 

  • The person who dealt with the matter will review their decision and contact you again either by letter or telephone
  • An alternative employee will conduct a review

 

We will advise you of the result of the review in writing within 7 working days of the review. We will confirm our final position on the issues and explain the reasons.

 

CILEX

 

CILEx Regulation will investigate free of charge, any allegations of misconduct made against members of CILEx, CILEx Approved Manager and CILEx Authorised Practitioners. Complaints of this type must be made within 12 months of the event that gave rise to the complaint or within 12 months of the complainant having knowledge of the events, whichever is the greater. You can contact CILEx Regulation at Kempston Manor, Kempston, Bedford. MK42 7AB. Telephone: 01234 845770 Email: info@cilexregulation.org.uk  www.cilexregulation.org.uk

 

Legal Ombudsman

 

If we have not been able to resolve the issues to your satisfaction within 8 weeks you may forward your complaint to the Legal Ombudsman following completion of our internal complaints handling procedure (as above).

 

Please note that the time limit for a matter to be referred to the Legal Ombudsman is 6 months from the end of our complaints procedure having been exhausted.

The contact details for the Ombudsman are as follows:

 

Legal Ombudsman

PO Box 15870

Birmingham

B30 9EB

 

Tel:         0300 555 0333

Email:    enquiries@legalombudsman.org.uk

 

 

 

 

Your happiness is important to us.

We take issues of dissatisfaction seriously and treat them with priority