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Complaints Handling Procedure

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.

If you are a client and have any concerns about our service to you then please contact Neil Williamson on neil.williamson@emlaw.co.uk or on 0203 637 6374. We aim to investigate complaints fairly and respond to them as quickly as possible. Where appropriate, we will also suggest a solution or remedy.

If, after eight weeks, your complaint is still unresolved at the end of the complaints procedure you may be eligible to refer a complaint to the Legal Ombudsman. They will look at your complaint independently. It will not affect how we handle your case.

Before accepting a complaint, 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:

i) within six months of receiving a final response to your complaint; and

ii) no more than six years from the date of the act; or

iii) no more than three years from when you should reasonably have known there was cause for complaint.

The Legal Ombudsman can be contacted by email (enquiries@legalombudsman.org.uk), in writing (PO Box 6806, Wolverhampton, WV1 9WJ), or by telephone (0300 555 0333). More information is available at the Legal Ombudsman’s website.

In addition, the Solicitors Regulation Authority provides complaints and redress mechanisms, particularly in relation to complaints concerning the behaviour of solicitors. This can include complaints for dishonesty, taking or losing a client’s money or discriminating against a client. Please see www.sra.org.uk for more details.

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