How to make a complaint
We take all complaints seriously and use them to improve our service. You can raise a complaint at any stage — about the information on our website, the way we have handled an enquiry, or the conduct of a partner solicitor we have referred you to.
Step 1 — Contact us first
Please put your complaint in writing so we have a clear record of the issue and can investigate properly. Include:
- Your full name and contact details
- A clear description of what went wrong
- Any reference numbers, dates or names of people you spoke to
- What you would like us to do to put things right
Please send your complaint to our Compliance Officer for Legal Practice (COLP) and Complaints Handler:
- Mr Nadeem Pervaz, COLP & Complaints Handler
- By post: Pacific House, Fletcher Way, Parkhouse, Carlisle, CA3 0LJ
- By email: nadeem@edwardamaury.co.uk
- By phone: 01228 272 395
Step 2 — How we handle your complaint
- We will acknowledge your complaint in writing within 5 working days.
- We will investigate the issue, which may involve speaking to the people involved and reviewing relevant records.
- We will provide a full written response within 8 weeks of receiving your complaint. If we cannot resolve matters within that period, we will explain why and tell you what to expect next.
Step 3 — Escalating to the Legal Ombudsman
If your complaint relates to legal services provided by a regulated solicitor and you are not satisfied with their final response (or have not received one within 8 weeks), you can refer your complaint to the Legal Ombudsman.
You can contact the Legal Ombudsman:
- Online: legalombudsman.org.uk
- By phone: 0300 555 0333
- By email: enquiries@legalombudsman.org.uk
- By post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
You normally need to refer your complaint to the Legal Ombudsman within 6 months of receiving our final response, and within 6 years of the act or omission you are complaining about (or, if the problem happened more than 6 years ago, within 3 years of when you realised there was a concern).
If we are unable to resolve your complaint using our internal process, alternative dispute resolution bodies also exist, such as ProMediate UK Limited (Brow Farm, Top Road, Frodsham, Cheshire WA6 6SP; tel: 0203 621 3908). There is no charge to use this scheme, and using it is only available where both you and we agree to it.
Complaints about a solicitor's conduct
If your complaint is about a solicitor's professional conduct — for example dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability or another characteristic — you can also report this to the Solicitors Regulation Authority at sra.org.uk.
What can we do to put things right?
Depending on what our investigation finds, the outcome may include:
- Putting the matter right
- An apology, with an assurance that we will do our best to ensure it does not happen again
- A reduction in, or total abatement of, any bill
- Compensation for financial loss you have suffered
- Compensation for inconvenience and/or distress
Our commitment
We will always treat you with respect, investigate your complaint fairly, and never penalise you for raising a concern.