Complaints 2016-11-21T17:42:13+00:00

Complaints Procedure

We will strive at all times to offer you a high quality, efficient and prompt service. However, if you have any queries or concerns about our work for you or our charges, please feel free to raise them with our Practice Manager jayne.johnson @ elderflowerlegal.co.uk.  If however, you would prefer to make your complaint in writing then please either use the form on this page to submit your complaint on-line or write to us at:

Elderflower Complaints
Elderflower Legal & Secretarial Services
Chestnut House
23 Ryles Park Road
Macclesfield
SK11 8AH

We treat any complaint about our services seriously and aim to deal with these efficiently and appropriately. We have a procedure in place which details how we handle complaints and a copy is available on request.

All lawyers are obliged to attempt to resolve problems that clients may have with service provided. We value your business and would appreciate that you raise any concerns with us immediately so that they can be resolved to your satisfaction. We operate a written complaints handling procedure and will be happy to supply you with a copy on request to our Practice Manager, Jayne Johnson  t 01625 260577. We have eight weeks to consider your complaint.

If you are not satisfied with our internal complaints handling, certain issues can be referred to our regulator the Bar Standards Board or to the Legal Ombudsman. You can find out more at barstandardsboard.org.uk  t 020 7611 1444 or legalombudsman.org.uk t 0300 555 0333.

You must have tried resolving your complaint with us first but if we are unable to help you then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from lawyers. Their time limits for investigating complaints are:

  1. Within six months of receiving a final response to your complaint; and
  2. Six years from the date of act/omission; or
  3. Three years from when you should reasonably have known there was cause for complaint (if the act took place more than six years ago).

You can usually only complain to the Ombudsman if you are a member of the public, a very small business, a charity (with annual income of less than £1 million), a club (with annual income of less than £1 million) or a trust (with an asset value of less than £1 million).

If you have questions, please do not hesitate to contact us at info @ elderflowerlegal.co.uk or by phone on 01625 250577.