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Eden Solicitors aim to provide a premium service to all clients. We take client satisfaction very seriously and would not wish for you to think you have any reason to be unhappy with any aspect of the service we provide. We value your opinions and welcome any feedback or concerns which we will investigate and provide through feedback to you
Your matter will be investigated, and you will receive a response within 14 working days. We trust we will adequately address all concerns raised
While we are confident with the service we provide will be to the highest standard, we are still human and may make an error.
If there are any aspects of our service you wish to discuss, then please contact our offices so that we may address these with you.
We are confident that we can resolve any queries immediately and usually it is a matter of miscommunication. We suggest you first speak to the member responsible for your matter.
In the event you wish for a more formal response, please direct your enquiries to Mr Ehsan Chaudhry.
How to send your complaint
All formal complaints/ queries must be sent to our offices in a written letter. Please address this to:
FAO: The Complaints Handler, Eden Solicitors, Old Bank House, 39 High Street, High Wycombe, Buckinghamshire, HP11 2AG.
What happens next?
We endeavour to provide you with an acknowledgement of receipt of your letter within 2 working days.
Our letter of acknowledgement is usually followed by written response within 2 weeks. If the matter is complex and requires extensive investigation, we shall indicate a timescale in our letter of acknowledgement. In any event, you will receive a final response within 8 weeks of raising your initial concerns.
How we will respond?
Once we have conducted our internal investigations, we will communicate with you our findings and ensure you are provided with the appropriate remedy. We may at this stage ask you to come in for a meeting in order to resolve the complaint.
If we find there was no poor service provided, then we shall provide you with an explanation of how we reached our findings along with appropriate evidence where appropriate.
In the event of you remaining dissatisfied with our in-house investigation of your complaint, you can contact the Legal Ombudsman.
Who Is the Legal Ombudsman?
The Legal Ombudsman is an independent organisation set up to help resolve legal service disputes in an impartial manner.
The Legal Ombudsman can be contacted by post at PO Box 6806, Wolverhampton WV1 9WJ, by email at enquiries@legalombudsman.org.uk or by telephone on 0330 555 0333.
You can visit the Legal Ombudsman’s website at www.legalombudsman.org.uk to download a complaint form.
Please note: You must always complain to us first. In most cases, you will not be able to take the complaint further without allowing us the opportunity to put things right. You must then give us 8 weeks to try to resolve your complaint before contacting the Legal Ombudsman.
How long is the process?
A complaint to the Legal Ombudsman must normally be made within six months of you having received a final written response from us about the complaint. Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which you are complaining occurred; or within three years from when you should have known about or become aware that there were grounds for complaint.
The Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010. In summary:
The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint
After this time, you can contact the Legal Ombudsman (but you must do so within 6 months)
Other organisations that can help
In addition to the Legal Ombudsman, several other complaints bodies exist which are also able to deal with complaints about legal services – these are: Ombudsman Services, ProMediate, Small Claims Mediation and the European Online Dispute Resolution platform. Information about these alternatives can be found at:
www.ombudsman-services.org
www.promediate.co.uk
ec.europa.eu/consumers/odr/
Solicitors Regulation Authority
If you think a solicitor might be dishonest or you have concerns about their ethics or integrity, you also have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please contact the SRA or visit: https://www.sra.org.uk/consumers/problems/report-solicitor.page#report
The Law Society provides a helpful guide to using a solicitor. For more information, please visit their website at www.lawsociety.org.uk
CAB also provide a guide to using a solicitor. For more information, please visit their website at www.adviceguide.org.uk
The SRA provide an in-depth guide to the complaint’s procedure. For more information please visit www.sra.org.uk