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: email@example.com
Simon Ost: firstname.lastname@example.org
Dan Bickerstaffe: email@example.com
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
We will also record your complaint in our central register and open a file for your complaint.
Within 3 days of receipt
Up to 10 days after Step 1
Up to 10 days after Step 2
Within 14 days of Step 3
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://https://www.sra.org.uk/consumers/problems/report-solicitor/] and they may also be contacted at:
Solicitors Regulation Authority
199 Wharfside Street
Tel: 0370 606 2555