Complaints Procedure

Energy Solicitors Limited Complaints Policy

-We are committed to providing a first-class, high-quality service to all our clients. If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. Please address any complaints to our Complaints Handling Partner, Victoria Myers, [email protected]

-We will send you a letter acknowledging receipt of your complaint within seven days of us receiving the complaint, enclosing a copy of this procedure. If you have special requirements due to a disability, please let us know and we shall do our best to accommodate any alternative arrangements you may require.

- We will then fully investigate your complaint.

- We will invite you to a meeting to discuss your complaint with our Complaints Managing Partner. This meeting will be within 14 days of sending you an acknowledgement letter.

- Within 7 days of the meeting, we will write to you to confirm what took place and any solutions discussed with you.

-If you do not wish to attend a meeting, we will investigate your complaint and forward a detailed written reply to you. The letter will include any suggestions for resolving the matter, and will be sent within 21 days of sending you the acknowledgement letter.

- if you are not satisfied with our response, please provide your detailed written comments. We will review your comments and provide our final position on your complaint, with reasoning.

-If you are still not satisfied you can contact the Legal Ombudsman using the details below.

-If any of the above timescales must change, we will inform you.

REPORTING TO THE LEGAL OMBUDSMAN

The Legal Ombudsman can assist with your complaint if we are unable to resolve your complaint directly. They will look at your complaint independently. The Legal Ombudsman will expect you to raise a complaint with us before referring the matter to them. The Legal Ombudsman may be able to help you if we are unable to resolve your complaint ourselves. They will look at complaints independently and accessing the Ombudsman will not affect how we handle your case. Most ‘consumer’ clients (as oppose to large businesses) will be able to make use of the Ombudsman scheme however there are restrictions for some larger clients. Before accepting a complaint for investigation, the Legal Ombudsman will normally check that you have tried to resolve your complaint with us first. You must take your complaint to the Legal Ombudsman within six months of receiving a final response to your complaint from us. From 1 April 2023, the Legal Ombudsman also expects complaints to be made to them within 1 year of the date of the act or omission about which you are concerned (prior to 1 April 2023: 6 years) or within 1 year of you realising there was a concern (prior to 1 April 2023: 3 years). The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: [email protected]

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

 The Solicitors Regulation Authority

The Solicitors Regulation Authority (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. You can raise your concerns with the Solicitors Regulation Authority.

Please note that the Ombudsman are there to deal with concerns about the level of service received.  Where there are more serious concerns that a solicitor or solicitor’s firm have been involved in professional misconduct then reports can also be made to the Solicitors Regulation Authority, the regulator of solicitors and solicitor firms. This could be for quite unusual and serious acts of misconduct such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Obviously, we do not anticipate any such problems arising and would ask that you notify the matter supervisor straight away if you have any such concerns.  You can find out more about the Solicitors Regulation Authority including their contact details and professional conduct rules on their website, and can discover how to report misconduct at: https://www.sra.org.uk/consumers/problems/report-solicitor/