Complaints

We are committed to providing high quality legal advice and client care. However, if at any point you become unhappy or concerned with the service we provide then you should inform us immediately, so we can do our best to resolve any issues.

We recommend and hope that you feel able to discuss your concerns with the person carrying out the work on your behalf. Following this discussion, if your concerns have not been resolved, they will then be referred to the partner responsible for your matter.

The Partner responsible will respond to you within 14 working days following an investigation of your complaint and the case file. If it is not possible to review the file adequately in that period then we will advise you of the reasons and set a timescale to deal with the matter.

If the partner responsible is unable to resolve your concerns satisfactorily and the matter is of a non-contentious nature, then the file will be referred to our Complaints Partner, Christopher Williams.

We will respond to you within 14 working days with the result of the investigation.

Our complaints handling partner Christopher Williams can be reached via email cw@excelaw.com or by post at: Unit 8 Whilems Works, Forest Road, Hainault, Essex, IG6 3HJ.

Making a complaint will not affect how we handle your case where we hope to resolve matters to a mutual satisfaction of both parties.

What To Do If We Cannot Resolve Your Complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint. 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.

Contact details

Visit: www.legalombudsman.org.uk

Telephone: 020 8500 6476 between 9am to 5pm

Email: enquiries@legalombudsman.org.uk

Or write to: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

If you would like to discuss issues concerning any form of misconduct, you can raise your concerns with the Solicitors Regulation Authority.

http://www.sra.org.uk/consumers/problems/report-solicitor.page