Complaints Procedure (Clients)
At ELS Legal, we strive to provide a service of excellence and professionalism while remaining friendly and approachable. Our priority is the client and we aim to reflect these principles with our service. If you are not satisfied with our conduct or with our services and believe we have fallen short of our principles, then we welcome hearing from you so we can resolve this matter.
We understand it can be unsettling to submit a complaint but we will never be insulted if you do, nor will this prejudice the handling of your case.
First Stage
We ask that you raise your concern with the lawyer handling your case first. You can do this either by email, phone, or post.
If you feel it is too sensitive to raise your concern directly with them or they have not resolved the issue to your satisfaction, we ask that you raise your concern with their manager.
This information can be found by asking the person handling your case or by calling the law firm and requesting this information.
If neither the lawyer handling your case nor their manager has solved your complaint to your satisfaction, your complaint will progress to the second stage.
Second Stage
Your complaint may now progress to our Managing Partner (Ben Veerapen) or our Director (Hrushi Punjani).
When you relay your complaint to our Managing Partner or Director, we ask that you set out your complaint in as much detail as possible to address every point. We prefer to receive complaints via email or post to avoid missing any points you make. Our address can be found on our website and a template letter for your complaint can be found on the Ombudsman website. ( How To Complain | Legal Ombudsman )
We aim to investigate the complaint within 3 to 4 weeks depending on the severity but it will take no longer than 8 weeks.
Second Floor, One Oaks Court, Warwick Road, Borehamwood, Hertfordshire, United Kingdom, WD6 1GS
Third Stage
If you feel through our complaints process we have not managed to resolve your complaint to your satisfaction, you have every right to take this to the Legal Ombudsman (LeO).
To get in contact with them, their contact details are listed below:
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Web: www.legalombudsman.org.uk
If you wish to progress your complaint to the Legal Ombudsman, you must do so within 6 months of our final letter to you. Our final letter will be made clear as all of our communication to you will be dated.