EA Law’s complaint handling procedure

Our aim is to offer all our clients an efficient and effective service at all times. We hope that you will be pleased with the work we do for you and the result that we achieve.

If at any stage there is any aspect of our service (including costs) with which you are unhappy, please raise your concern with Emel Hussein. Emel Hussein is the Client Care Solicitor (principal solicitor). A complaint of any nature will be dealt with internally in the first instance.

We will send you an acknowledgment of your complaint within 5 working days and will respond fully within 28 working days after first receiving your complaint.

We will endeavour to complete our investigation within 28 days, however, sometimes matters can be complex or timely to complete. Where this is the case, we will provide you with an update in 28 days of your complaint being lodged and inform you of when you can expect to receive a final response.

Final Response- We will provide a final response to your complaint within 8 weeks of its receipt.

If you are not happy with our decision, we will review your complaint within 10 working days of hearing from you.

If, after, completion of our complaints procedure you are still unhappy you can refer your complaint to the Legal Ombudsman who can be contacted at

Tel: 0300 555 0333 and enquiries@legalombudsman.org.uk.

Normally, you would need to bring a complaint to the Ombudsman within 6 months of receiving our final written response about your complaint

and

• No more than one year from the date of the act or omission being complained about; or
• No more than one year from the date when you should reasonably have known that there was cause for complaint.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority. 

If we have made a contract with you by electronic means you may be entitled to use an EU Online dispute resolution service to assist with any contractual dispute you may have with us. This service can be found at http://ec.europa.eu/odr. Our email address is info@ealaw-solicitors.com.