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We aim to give you the best possible service every time and we want your experience with Ellery Tonner to be a positive one. Sometimes, things do not go as expected though and we welcome complaints as an opportunity to review and improve our service. If something is wrong, we are committed to fairly and transparently investigating to resolve matters to your satisfaction.
If any at point you become unhappy or concerned about the service you are receiving, please tell us straightaway, and we will do our best to resolve the problem for you.
If you have a complaint, please contact Kelly Ellery in writing by email to kellery@ellerytonnerlaw.co.uk
Our complaints process
We will send you an email acknowledging your complaint within three working days of receipt. We may also ask you to confirm or explain any details.
Your complaint will be recorded internally.
Kelly will review your complaint and will aim to write to you via email with our findings, including how we propose to resolve the issue, within twenty one days of our acknowledgement email.
Where it is not possible to meet this deadline because further enquiries need to be made, we will write to you to explain and tell you how soon you can expect to receive our full reply. As set out by the Legal Ombudsman, we will ensure that your complaint is fully concluded within eight weeks of our acknowledgement letter.
The Legal Ombudsman
If we are unable to resolve your complaint, the Legal Ombudsman can help. Please note that you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response of your complaint through our
internal process; and
- No more than one year from the date of the act / or omission; or
- No more than one year from when you should reasonably have known there was
cause for a complaint.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve things with us. If you would like more information about the Legal Ombudsman, please contact them at:
Post: Legal Ombudsman, PO Box 6167 Slough SL1 0EH
Email: enquiries@legalombudsman.org.uk
Telephone: 0300 555 0333
Online: www.legalombudsman.org.uk
The Solicitors Regulatory Authority
Please note that the Legal Ombudsman is there to deal with the concerns about the level of service which a client has received. Where there are more serious concerns that a Solicitor or Solicitors Firm have been involved in professional misconduct then reports can also be made to our regulator, the SRA. This could be for quite unusual and serious acts of misconduct such as (but not limited to) dishonesty and discrimination. You can access more information here regarding how to report misconduct to the SRA.
