Complaints Handling Policy

Our complaints policy
We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please contact us with the details.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
     
  2. We will then investigate your complaint. This will normally involve passing your complaint to the managing partner of that department, [name], who will review your matter file and speak to the member of staff who acted for you. Our client care partner will be made aware of your complaint and all future correspondence will be directed through him, Seamus Clifford.  For correspondence purposes, Seamus Clifford’s details are as follows:

    Ellisons (Ref: SEC)
    Headgate Court
    Head Street
    Colchester
    Essex CO1 1NP
    Tel: 01206 764477
    Fax: 01206 764455
    Email: seamus.clifford@ellisonssolicitors.com
     
  3. Seamus Clifford will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 15 working days of sending you the acknowledgement letter. 
     
  4. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner who is unconnected with the matter at the firm or another local solicitor to review the decision.
     
  5. We will write to you within 10 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
     
  6. If you are still not satisfied, you can then contact the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint but for further information, you should contact the Legal Ombudsman tel.: 0300 555 0333, email: enquiries@legalombudsman.org.uk.

If we have to change any of the timescales above, we will let you know and explain why.