Complaints Procedure

Our Complaints Policy

EA Personal Injury Solicitors is a trading style of Edward and Amaury Limited. We are committed to providing a professional, high-quality service. We accept that things can sometimes go wrong and we take complaints seriously.

Making a complaint will not affect how we handle your case.

Step 1: Raise Your Concern With Your Fee Earner

If you are unhappy with any aspect of our service, please first raise your concern with the fee earner handling your matter. In many cases this will be enough to resolve the issue quickly.

Step 2: Contact Our Complaints Officer

If your concern is not resolved by speaking to your fee earner, or if you prefer to raise the matter formally, please contact our Compliance Officer for Legal Practice (COLP):

• Name: Mr Nadeem Pervaz
• Address: Pacific House, Fletcher Way, Parkhouse, Carlisle, CA3 0LJ
• Email: nadeem@edwardamaury.co.uk
• Telephone: 01228 272 395

Please set out the nature of your complaint in writing where possible, including what went wrong, when it happened, and what you would like us to do to resolve it.

What Happens Next

We will:

1. Acknowledge your complaint promptly.
2. Investigate the complaint thoroughly and fairly.
3. Respond to you within eight weeks of receiving your complaint.

Depending on the outcome, we may offer an apology, an explanation, a reduction in fees, or other appropriate remedies.

If You Are Not Satisfied

If you are not satisfied with our response, or if we have not resolved your complaint within eight weeks, you may be able to refer the matter to the Legal Ombudsman.

Time Limits for the Legal Ombudsman

You must usually refer your complaint to the Legal Ombudsman within:

• Six months of receiving our final written response to your complaint; and
• Six years of the act or omission you are complaining about, or three years from when you should reasonably have known there was cause for complaint (if that is later).

Concerns About Our Conduct

If your concern is about our conduct — for example, if you believe we have acted dishonestly, or have mishandled client money, or treated you unfairly — you may also report the matter to the Solicitors Regulation Authority:

Please note that the SRA deals with conduct matters rather than issues about the quality of legal service. Service complaints should go to the Legal Ombudsman.

Alternative Dispute Resolution

As an alternative to the Legal Ombudsman, you may have the right to use an approved Alternative Dispute Resolution (ADR) scheme. We will tell you if such a scheme is available to you in response to your complaint.