Please email or write to
Mrs Melanie Valentine,
Else Solicitors LLP,
Burton on Trent,
Staffordshire DE14 2WE.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within 5 days of you raising your concerns, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our client care partner Mr Chris Else who will review your matter file and speak to the member of staff who acted for you.
- Mr Else will then invite you to a meeting, or discuss the matter over the telephone; it is hoped to resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
- Within 3 days of the meeting/telephone call, Mr Else will write to you to confirm what took place and any solutions he has agreed with you.
- If you do not want a meeting or one is not possible, Mr Else will send you a detailed written reply to your complaint including his suggestions for the resolution of the matter, within 21 days of sending you the acknowledgment letter.
- At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another partner to review the decision.
- We will write to you within 7 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 then contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ, firstname.lastname@example.org or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within 6 months of you receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk .
Please note: if we have to change any of the timescales above, we will let you know and explain why.