COMPLAINTS PROCEDURE
A complaint is an oral or written expression of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience or detriment.
We will aim to resolve any complaint you have about the service we have provided you with as soon as possible. If you are unable to reach a satisfactory conclusion with the person who has been dealing with you please contact Joyce Edwards e-mail joyce@ewllaw.co.uk post: Enterprise House, Beeson’s Yard, Bury Lane, Rickmansworth, WD3 1DS Telephone: 01923 975401.
Once we have received your complaint, Joyce Edwards will contact you within 7 days to explain how your complaint will be investigated if a complete response to your complaint has not been dealt with by that time. You will be told the latest date by which a conclusive response will be given to your complaint (this should be not more than 28 days after we received your complaint). If your complaint has been made verbally, either by telephone or in person, we will set out in our written response our understanding of the nature of your complaint.
We will assess your complaint based upon a thorough and fair investigation. We will explain in writing our findings and where the complaint is upheld will offer remedial action or redress. This will be actioned without delay.
If you are dissatisfied with any aspect of our handling of your complaint, please feel free to contact Musa Dudhia e-mail Admin@ewllaw.co.uk post: Enterprise House, Beeson’s Yard, Bury Lane, Rickmansworth, WD3 1DS Telephone: 01923 975401, who will conduct an independent review of your complaint. You will be told about the conclusion of this review within 28 days.
If after following the review process you are dissatisfied with any aspect of our handling of your complaint, you may contact directly the Legal Ombudsman to ask them to consider the complaint further: Telephone: 0300 555 0333, e-mail: enquiries@legalombudsman.org.uk / www.legalombudsman.org.uk/Legal Ombudsman, post: PO Box 6806, Wolverhampton, WV1 9WJ.
Unless the Legal Ombudsman considers that there are good and sufficient reasons not to do so, the Legal Ombudsman will expect you to allow us to consider and respond to your complaint in accordance with the procedure set out above in the first instance. You can refer your complaint up to 6 months after you have received our final written response to your complaint. You may choose to use the Ombudsman service if we have not resolved your complaint within 8 weeks of us receiving it. A complaint can be referred to the Legal Ombudsman up to six years from the date of the act or omission or up to 3 years after discovering a problem. The Ombudsman deals with service-related complaints; any conduct related complaints will be referred to our Regulator the Council for Licensed Conveyancers.
We are under an obligation to inform you about entities who provide Alternative Dispute Resolution services (“ADR”). Alternative complaints bodies (such as Promediate www.promediate.co.uk) exist who are recognised to handle complaints about legal services should both you and our company wish to use such a scheme. We would not necessarily choose to use Promediate.