Complaints Handling Procedure

At ESN Solicitors, we are committed to providing high-quality legal services. However, if you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can address your concerns promptly and fairly.

How to Make a Complaint

If you have a complaint, please contact us in writing, by phone, or via email:

• Email: info@esnsolictors.com

• Phone: 0121 3777773

• Address: 267-269 High Street, Erdington, Birmingham. B23 6SR

Please include details of your complaint, the service involved, and any relevant correspondence or supporting information.

Our Complaints Process

1. Acknowledgment: We will acknowledge receipt of your complaint within five working days.

2. Investigation: A senior member of our team will review your complaint and may contact you for further details.

3. Response: We aim to provide a full written response within eight weeks, explaining our findings and any actions we propose to resolve the matter.

Further Steps

If you are not satisfied with our response, you may escalate your complaint to the Legal Ombudsman, who handles complaints about poor service.

·       Website: www.legalombudsman.org.uk

·       Phone: 0300 555 0333

·       Email: enquiries@legalombudsman.org.uk

·       Address: PO Box 6167, Slough, SL1 0EH

You must refer your complaint to the Legal Ombudsman within six months of receiving our final response.

Complaints About Conduct

If your complaint relates to a breach of professional conduct or ethics, you may also contact the Solicitors Regulation Authority (SRA):

·       Website: www.sra.org.uk

·       Phone: 0370 606 2555

We value your feedback and take all complaints seriously as part of our commitment to continuous improvement.