We aim to please - but we know that sometimes things go wrong. If you have a problem or complaint we want to know. Most problems can be dealt with by sending an email to firstname.lastname@example.org We will investigate your complaint and respond to you as quickly as possible. We undertake to either deal with your complaint, or acknowledge its receipt and confirm the timescale for a full response, within five working days of receipt.
If you are not satisfied with the response to your complaint, you may send a further email for the attention of the CEO to email@example.com or write to the CEO, LawEasier Ltd, 3 Bell Lane, Lewes, East Sussex BN7 1JU giving the reasons for your continued dissatisfaction. We will acknowledge receipt of your further email or letter within three working days of its receipt and will again confirm the timescale for a full response. A separate and thorough review of your complaint will be conducted and a full response sent directly to you.
If your complaint relates to a Solicitor providing advice via the Legal Advice Line or during a Document Review, and you remain dissatisfied with the response to your complaint once the above process has concluded, or at the expiry of eight weeks from the making of your complaint if you have not received a response in that time, you have the right to complain to the Legal Ombudsman (LeO) about the individual Solicitor, but LeO may not investigate your complaint if it relates to this company rather than the individual Solicitor.
Complaints to LeO can be made by using the following contact details and must be made within six months of receiving our final response to your complaint;
PO Box 6806 Wolverhampton WV1 9WJ
Phone: 0300 555 0333
We can, where appropriate, offer you the opportunity to resolve the complaint using Alternative Dispute Resolution (ADR) via Pro Mediate UK Limited, The Legal Complaints Service, Brow Farm, Top Road, Frodsham WA6 6SP (www.promediate.co.uk ). They are competent to deal with complaints about legal services, should you and we agree to use them.