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Complaints Procedure

Introduction

If you are dissatisfied with the service we have provided then you have the right to complain. The Legal Ombudsman service has been operational since October 6th, 2010 and is ultimately responsible for ensuring that complaints are dealt with appropriately. However, before you contact the Legal Ombudsman you must first register an official complaint with us. Normally, the Legal Ombudsman expects you to give us 8 weeks to try to resolve the matter. If after 8 weeks you are still dissatisfied you can then involve the Legal Ombudsman. For more information on how the Legal Ombudsman works please visit the Legal Ombudsman website.

Alternative complaints bodies (such as ProMediate (UK) Limited at, www.promediate.co.uk ) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.

Timescales

Please see the timescales and information below:

  1. You must register your complaint with us within 6 years from the date of the act or omission giving rise to your complaint OR 3 years from the date from when you should reasonably have known there was cause for complaint.
  2. The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint. .
  3. After the conclusion of the firm's complaints procedure (which will be concluded within the 8 weeks referred to at number 2 above), you can contact:

a) Legal Ombudsman. If you choose to contact the Legal Ombudsman you must do so within 6 months of the conclusion of the firm's complaints procedure.
OR
b) An alternative complaints body such as ProMediate (UK) Limited. You ought to seek our agreement to this.

Getting Started

To register a formal complaint, please write to us. The “Helping the Public” section of the Legal Ombudsman website can assist you in this regard.

The European Online Dispute Resolution (ODR) Platform

We encourage you to contact us in the first instance if you are unhappy with the service you receive from us. You can do this through contacting Chris Gates, Compliance Officer by telephone 01202 057728 or email christopher.gates@ellisjones.co.uk.

If we are unable to resolve your complaint, and it relates to a contract we have entered into online or by other electronic means, you may be able to submit your complaint to a certified alternative dispute resolution (ADR) provider in the UK via the EU 'ODR platform'.

The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumer clients only, i.e. where you have instructed us for purposes outside your trade, business, craft or profession.

The website address for the ODR platform is: ec.europa.eu/odr.

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