Complaints Procedure

COMPLAINTS PROCEDURE

Any complaint you make about our service will be taken seriously by Elite UK Solicitors and we will respond professionally to your complaint.

Elite UK Solicitors is committed to providing a professional, efficient and polite service to all our clients. If our service has fallen below of what you expected from us, then we ask 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 provide a speedy and positive solution.

WHAT TO DO IF YOU HAVE A COMPLAINT ABOUT THE SERVICE WE HAVE PROVIDED

You should initially bring these to the attention of the person who is dealing with your case. You can get their details from the letter sent to you at the start of your claim. You can do this by telephone, in writing or by e-mail. We will confirm to you when we have received your complaint. In most cases the person who is dealing with your case will be able to resolve your concerns immediately.

If the complaint is not resolved immediately then we will provide a full reply within 30 working days. If the matter is more complicated, you may have to wait a little longer but we will always write to you within 30 working days to provide a full update on progress and give you an estimate as to when we can provide a full reply.

WHAT HAPPENS IF THE INITIAL REPLY DOES NOT RESOLVE THE MATTER?

If you are not happy with the reply provided by the person who is dealing with your case, you can refer the matter to the owner of the firm. The owner will consider the complaint and investigate the matter and provide a proposed solution within 30 working days. If the matter is complicated and it will take longer to reply we will contact you within 30 working days to let you know when we can provide a full reply. We may suggest a meeting if we think this would be helpful.

REFERRAL TO THE LEGAL OMBUDSMAN

If you are not satisfied with the final response from the owner of the firm you may refer your complaint to the Legal Ombudsman (LeO). The LeO expects complaints to be made to them within six years from the date of the act/omission about which you are concerned, or three years from when you should have known about the complaint. The LeO will usually only consider a complaint if our internal complaints procedure has been exhausted within the last six months.

The Legal Ombudsman’s contact details are as follows:

• Telephone: 0300 555 0033
• From Overseas +44 121 245 3050
• Minicom: 0300 555 1777
• E-mail: enquiries@legalombudsman.org.uk
• Website: www.legalombudsman.org.uk
• Legal Ombudsman
  PO Box 6806
  Wolverhampton
  WV1 9WJ