Complaints

How we deal with complaints

We are committed to providing high quality legal services to our clients.

However, as with any area of life, problems or misunderstandings can arise. We would always want to know if we fall short of your expectations so that we can put matters right and would ask that you raise any concerns with us at the earliest opportunity. Our firm is built upon client feedback and we are keen to listen and improve by learning from anything that may have gone wrong.

In the event that you are dissatisfied with any aspect of our service, this procedure explains how we will investigate your complaint and try to resolve it.  Our aim is that we do this fairly, effectively and swiftly, and in a way that helps us continually improve our services wherever possible.

How to complain

In the first instance it may be helpful to contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage.  If that does not address the issue to your satisfaction then please address your complaint to any of our partners, each of whom have responsibilities for client care within the firm. The engagement letter issued to you will identify the supervising partner(s) allocated to your matter.

If your complaint is about one of the partners, you should contact one of the other partners in the firm. The partners’ email details are as follows:

Nick Jones:                 nick@e3employmentlaw.co.uk

Simon Ost:                 simon@e3employmentlaw.co.uk

Dan Bickerstaffe:         dan@e3employmentlaw.co.uk

Alternatively, you may make initial contact with one of the partners by telephone via 0330 088 2070 or by post at Delphian House, Riverside, New Bailey Street, Manchester M3 5FS.

What will happen next?

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

We very much hope that we can resolve any complaints and improve our service as a result. If we cannot resolve your complaint to your satisfaction by making use of our own procedure then you can contact the Legal Ombudsman:

If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from lawyers.

Before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint with us first. Once you have, then you must take your complaint to the Legal Ombudsman:

• No more than one year from the date of the act or omission being complained about; or
• No more than one year from the date when you should have realised that there was cause for complaint;

        and

• Within six months of receiving a final response to your complaint from us.

If you would like more information about the Legal Ombudsman please contact them:

Contact details:

Visit www.legalombudsman.org.uk

Call 0300 555 0333 between 10am to 4pm.

Relay UK: 18001 0300 555 0333

Email enquiries@legalombudsman.org.uk

Legal Ombudsman PO BOX 6167, Slough, SL1 0EH

Solicitors Regulatory Authority

e3 is authorised and regulated by the Solicitors Regulatory Authority. If you have a complaint about our conduct, particularly in relation to dishonesty, financial wrongdoing or discrimination, the SRA may be able to help you. Further information is available from the Solicitors Regulation Authority.) [https://https://www.sra.org.uk/consumers/problems/report-solicitor/] and they may also be contacted at:

Solicitors Regulation Authority

The Cube

199 Wharfside Street

Birmingham

B1 1RN

Tel: 0370 606 2555