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

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:       

Simon Ost:       

Dan Bickerstaffe:

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?

Steps that we will take

Expected Timescale

(working days)


  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain/clarify the details set out. Our letter will tell you what will happen next.

We will also record your complaint in our central register and open a file for your complaint.

Within 3 days of receipt

  1. After receiving any requested information under 1 above, we will investigate your complaint. This may involve one or more of the following steps:
  • Asking the person who acted for you to respond.
  • Examining the response and the information provided.
  • Obtaining further information.
  • Reviewing relevant information.

Up to 10 days after Step 1

  1. We will usually offer you a meeting to discuss, and hopefully resolve, your complaint. Otherwise, we will respond to your complaint in writing, setting out our views and why we hold them. We will put forward any suggestions for resolution.

Up to 10 days after Step 2

  1. At this stage, if you are still not satisfied you can write to us again, explaining your reasons. We will then arrange for another partner of the firm to review our decision.

Within 14 days of Step 3

  1. We will let you know the result of the review. We will write to you confirming our final response to your complaint and explaining our reasons.

Within 14 days of Step 4


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
PO Box 6806

Telephone: 0300 555 0333

Please note: The Legal Ombudsman recommends that you first direct any complaint to us and that you allow us 8 weeks to give you our final response. 

You should also be aware of the time limits that the Legal Ombudsman applies. You should take your complaint to them within 6 months of the date of our final response and usually no longer than six years from the date of the problem happening or three years from when you found out about it. More details are available on the Legal Ombudsman website.

Important: From 1 April 2023, these time limits will change. As from 1 April 2023, the Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you reminas the same. 


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://] and they may also be contacted at:


Solicitors Regulation Authority

The Cube

199 Wharfside Street


B1 1RN

Tel: 0370 606 2555

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