Complaints Handling Procedure

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have any queries or concerns on any aspect of a matter (including bill), please contact:

  1. The partner, who is responsible for your matter for an informal chat to resolve your concerns.
  2. If this does not resolve the matter to your satisfaction or if you would prefer not to contact the partner responsible, please contact our Complaints Partner Anna Maxwell, via the email address anna.maxwell@enyolaw.com or tel +44020 3837 1605.
  3. If the partner responsible is Anna Maxwell, please contact the Managing Partner Edward Allen, Via the email address Edward.allen@enyolaw.com  and/or the Senior Partner, George Maling using the email address George.maling@enyolaw.com, who will handle your complaint.

We will try to address any problem quickly and operate an internal complaints handling system to help us resolve the matter. If we have to change any of the timescales outlined below, we will let you know and explain why.

Any feedback which enables us to improve our service is very welcome.

What we need to know

To deal with your complaint correctly, it would be helpful when contacting us if you could provide the following information:

  • Your name, contact details and preferred contact method;
  • File reference number;
  • Details of your concerns; and
  • How you would like us to put things right.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within two working days of receiving it.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our Complaints Partner, who will review your matter file and speak to the member of staff who acted for you.
  3. Within 14 days of sending you the acknowledgment letter, the Complaints Partner will invite you to a meeting to discuss and hopefully resolve your complaint.
  4. Within three days of the meeting, we will write to you to confirm what took place and any solutions agreed with you.
  5. If you do not want a meeting or it is not possible, Anna Maxwell (or designated Complaints Partner in Anna’s absence) will send you a detailed written reply to your complaint, including her/their suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review the decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you have exhausted our internal escalation process yet remain dissatisfied, or a period of eight weeks has expired since we acknowledged your complaint without our final response being received, you are entitled to refer your complaint to the Legal Ombudsman. The Legal Ombudsman will look at the complaint independently and any investigation by them will not affect how we handle your case.
  9. Before accepting a complaint for investigation, the Legal Ombudsman will check:
    1. you have tried to resolve the complaint with us in the first instance; and
    2. you have suffered significant financial loss, distress, inconvenience or detriment, which deems it proportionate for them to investigate.
  10. We will always be happy to discuss your issues further, prior to you going down this route, if you wish to do so.
  11. For complaints about our service, including billing issues, you may contact the Legal Ombudsman via one of the methods below:
    1. Phone: 0300 555 0333
    2. Emailenquiries@legalombudsman.org.uk
    3. Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV19 9WJ
  12. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response to your complaint or the elapse of eight weeks since you complained to us without our final response being received as outlined at paragraph [8] above. You should also be aware that the Ombudsman will consider your complaint if you refer it on to them within either of the following:
    1. one year from the date of the act or omission being complained about; OR
    2. one year from the date when you should reasonably have known that there was cause for complaint.
  13. The Ombudsman has discretion to extend the one year time limit for specific customers if, on the evidence, it is fair and reasonable to do so.
  14. Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman’s website.
  15. It is worth considering, whilst it is open to you to submit a complaint to the Legal Ombudsman, they apply strict criteria to determine whether they will ultimately accept a complaint for a full investigation. They have the discretion to dismiss or discontinue all or part of a complaint if they believe:
    1. it does not have any reasonable prospects of success.
    2. you have not suffered (and are unlikely to suffer) significant financial loss, distress, inconvenience or detriment.
    3. it is frivolous, vexatious, lacks merit or where there is a compelling reason not to accept it.
  16. The firm is committed to ensuring that all Partners, Members, Consultants and Employees give their full co-operation to the Legal Ombudsman in the event of any dispute or complaint against the firm.
  17. In addition to the Legal Ombudsman, the SRA can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. However, the SRA are not able to deal with issues of poor service. Details can be found here.
  18. Solicitors Regulation Authority Contact Details:

    Address: The Cube, 199 Wharfside Street, Birmingham, B1 1RN
    Telephone: 0370 606 2555

Last Updated: March 2023