ELL Complaints Policy
How to Make a Complaint
Complaints may be made in writing, by e-mail to customercare@elmwoodlaw.com , or in any other form in respect of a service that we have provided to you.
First Tier Complaints
Elmwood Law Limited strive to provide you with a great service and fantastic value for money, however, we understand that things can go wrong and if they do, we want to know about.
If you wish to make a complaint about our services, in the first instance, you should let us know.
- We aim to resolve any expression of dissatisfaction as soon as possible. Within 5 business days, we aim to acknowledge your complaint and let you know that we are looking into it.
2. Within eight weeks of receiving your complaint we will send either:
A) a final response adequately addressing the complaint and outlining your right to appeal with the Legal Ombudsman Service (LeO); or
B) a response which:
i. explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
ii. informs them that you may refer the handling of the complaint to the Legal Ombudsman Service (LeO) if you are dissatisfied with the delay.
3. Where we decide that redress is appropriate, we will provide fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that they accept. Appropriate redress will not always involve financial redress but could involve an apology or another suitable form of redress.
Second Tier Complaints
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to The Legal Ombudsman Service (LeO)
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
The Legal Ombudsman’s contact details are:
Visit www.legalombudsman.org.uk
Call 0300 555 0333 between 10am to 4pm.
Relay UK: 18001 0300 555 0333
Email enquiries@legalombudsman.org.uk
Legal Ombudsman PO BOX 6167, Slough, SL1 0EH
Alternative Dispute Resolution (ADR)
In the event that you wish to engage with alternative dispute resolution bodies instead of the Legal Ombudsman Services then Elmwood Law will consider alternative competent bodies to be; Ombudsman Services, ProMediate and Small Claims Mediation.
We will agree to use such a scheme if your complaint is not resolved by the Legal Ombudsman.