Our Complaints Procedure

Customer service is at the heart of what we do.  However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.

If you would like to make a formal complaint, please contact us on complaints@edenvalesolicitors.com (example - to be confirmed).

Please ensure that your complaint includes the following information:

  • your name, contact details and how best to contact you
  • case reference number
  • what your concerns are and how you would like us to correct the situation

Making a complaint will not adversely affect how we handle your case.

How we will address your complaint

If you call us on the telephone, we will do our best to resolve your complaint immediately.

If you write to us or send us an email, or if your complaint can’t be resolved over the phone, we will acknowledge receipt of your complaint, confirm who’ll review it and when they’ll reply to you within 48 hours of receiving your letter or email.

We will then investigate and contact you if we need further information.  We are legally obliged to contact you within 8 weeks, however we aim to resolve complaints within 3 weeks of receipt and will advise you if we need more time than this.

If you are still unhappy after we have come back to you about your complaint, you have an option to contact the Legal Ombudsman.

If you are concerned about our conduct, for instance if you feel that there has been any undue delay or lack of clarity in any communication from us, you can raise your concerns with the Solicitors Regulation Authority.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint; and
  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

ADR - Alternative Dispute Resolution

This is a form of mediation that is similar, but separate to, the Legal Ombudsman. Alternative dispute resolution providers, such as Small Claims Mediation (www.small-claims-mediation.co.uk), exist which are competent to deal with complaints about legal services.  However before choosing a mediation service, you will need to obtain our permission to use one before you start the process. This rule doesn’t apply to contacting the Legal Ombudsman- you can do this at any time.

The Legal Ombudsman

The Legal Ombudsman is in place to assist clients and their solicitors to reach a mutual agreement in the event of a complaint.  There are time limits for submitting complaints to them.  If you would like more information about the Legal Ombudsman, please contact them using the details below.

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 ( 9am to 5pm )
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ