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, then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then please follow the process under our heading “Making a formal complaint” below. Making a complaint will not affect how we handle your case.

Making a formal complaint

Please contact Neil Williamson by either:

Email: [email protected]

Or

Post: Neil Williamson, EM Law, White Collar Factory, 1 Old Street Yard, London EC1Y 8AF.

To help us to understand your complaint, and in order that we do not miss anything, please tell us:

  • your full name and contact details;
  • what you think we have got wrong;
  • how you would like your complaint to be resolved; and
  • your file reference number (if you have it).

Neil will acknowledge your written complaint within 2 working days of receipt. If you have not heard from him by this time it is possible that your correspondence has not reached him therefore please call our switchboard on +44 (0) 203 637 6374 and ask to speak to Neil.

Having received your complaint Neil may ask you to confirm or explain any details. He will then investigate the matter. We aim to complete investigations and respond to your complaint within 21 days but it may take longer if the file is particularly complex. If we think that it will take longer than 21 days to complete our investigations and respond to your complaint, we will let you know and provide you with our estimated time frame for completing our investigations and responding to you and an explanation as to why we feel we need this additional time.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your 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

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 9.00 to 17.00.

Email: [email protected]

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 age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.