Emmersons Solicitors - Complaints Handling Procedure

Our Complaints Policy

We are committed to providing a high quality legal service to all our clients and to deal with suppliers and other third parties in a professional, appropriate way. When something goes wrong, we need you to tell us about it. This will help us improve our standards. When we receive a complaint in writing or otherwise, we shall acknowledge it as a complaint and deal with it accordingly. Each written complaint and each oral complaint will be responded to within 14 working days of the complaint being received by a Letter of Acknowledgement which will acknowledge that a complaint has been made. Where a formal oral complaint is received, we should summarise what we believe to be the nature of the complaint in the Letter of Acknowledgement to the client/person who has complained.

Our Complaints Procedure

As we have received a complaint from you, we would wish to attempt to resolve it internally through the following procedure.

What will happen next?

  1. We will investigate your complaint. This will normally involve initially a review of the complaint and the case by the relevant Fee Earner.
  2. The Fee Earner/Head of Department/Director will then write to you with our response to your complaint. We aim to do this within 14 working days of sending you our Letter of Acknowledgement. However, it may take us longer than this if staff are absent from the office due to holiday, illness or furlough, or if the matter is complicated and requires a longer period of time to investigate fully. In that case we would aim to fully respond to your complaint within 35 working days of us sending a Letter of Acknowledgement to you.
  3. At this stage, if you are not satisfied, you should contact us again and we will arrange for the Senior Director, Miss Jacqueline Emmerson (or Michael Robinson) to review the Fee Earner's/Head of Department/Director's decision unless they have already been involved in reviewing and responding to your complaint.
  4. We will then aim to write to you within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. If you are still not satisfied you can contact the Legal Ombudsman about your complaint on 0300 555 0333 or via email enguiries@leqalombudsman.orq.uk The Legal Ombudsman website offers useful advice on how to complain. https://www.legalombudsman.org.uk

If you want to write to the LeO, the address is: PO Box 6806, Wolverhampton, WV1 9WJ

If your complaint is about a Director, then you should address your complaint initially to the Director or you may write to the other Director.

The Directors are Jacqueline Emmerson at Emmersons Solicitors. EFER House 137a Back High Street, Gosforth, Newcastle Upon Tyne NE3 4ET je@emmersons-solicitors.co.uk

Michael Robinson at Emmersons sĀ·olicitors, ACER House, 52 John Street, Sunderland, SR1 1 QN

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