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 raised by you have been dealt with and you wish to make further contact with this firm, please contact Wendy Gray at enquiries@essexlawlimited.com

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 or emailed us, we will acknowledge your letter 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 8 weeks 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 send you our final response.

Please note that the timescales for complaining to the Legal Ombudsman are:

  • Within six years from the date of act/or omission; or
  • Three years from when the complainant should have known about the complaint; and
  • Within six months of the complainant receiving a final response to their complaint.

Legal Ombudsman – Complaints about Service

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).

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

CILEx Regulation – Complaints about the Individual’s conduct

If you are not satisfied with our final response you can complain about the individual (if they are regulated by CILEx) to CILEx Regulations at: membershipcomplaints@cilex.org.uk

Complaints must be made within 12 months of the event that gives rise to the complaint or within 12 months of the complainant having knowledge of the events, whichever is greater.

Regulatory Information

CILEx Transparency Rules state that we are required to have professional indemnity insurance to cover all legal services we provide.  We provide legal services in respect of debt recovery, civil litigation and contracts.  We are covered by CILEx Regulation’s Compensation Arrangements.

ADR

If a dispute is active we will consider Alternative Dispute Resolution (ADR).

The following approved ADR bodies are suitable should both parties wish to use the scheme.

Your happiness is important to us.

We take issues of dissatisfaction seriously and treat them with priority