+44 (0) 20 3786 1165 info@ealaw-solicitors.com

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 PO BOX 6806, Wolverhampton, WV1 9WJ; 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.
The Solicitors Regulation Authority (SRA) can help you if you are concerned that we may have breached one of the SRA’s Code of Conduct. You can find information on how and when to raise a concern with the SRA on the SRA website.

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.