Complaints Handling

We are committed to providing high quality legal advice and customer care. If you have any queries or concerns about our work, or any of our invoices in respect of this matter, please contact:

  • Our Head of Commercial Operations, Sam Davies on 0333 006 2929 or sam@esphr.co.uk; or
  • Contact us by post at our Woking office: ESP House, 4 The Links Business Centre, Old Woking Road, Woking, Surrey GU22 8BF.

If that does not resolve the problem to your satisfaction, or if you would prefer someone else to deal with the problem, then please contact our Managing Director, Peter Byrne, on 0333 006 2929 or peter@esphr.co.uk.

If you are not satisfied with our handling of a complaint under our own complaint procedure (you can read our full complaints procedure here) in relation to the service we have provided or an invoice, then you can ask the Legal Ombudsman to resolve it. The service offered by the Legal Ombudsman is usually open to all members of the public and small businesses, charities, clubs and trusts and further details are available at www.legalombudsman.org.uk. The Legal Ombudsman's telephone number is 0300 555 0333. You may also email enquiries@legalombudsman.org.uk or write to Legal Ombudsman, PO Box 15870, Birmingham B30 9EB.

A complaint to the Legal Ombudsman normally has to be made within six months of receiving a final written response from us about your complaint.

If your concern relates to our conduct or behaviour, the Solicitors Regulation Authority (SRA) can help you. This could be for things such as dishonesty, taking or losing money or treating you unfairly because of your age, a disability or other characteristic. You can contact the SRA by telephone at 0300 606 2555 or via the website www.sra.org.uk. We are authorised and regulated by the SRA and the rules and regulations governing how we should act and carry out our business are contained in the SRA Handbook and in particular the SRA Code of Conduct. These can be accessed and downloaded on www.sra.org.uk/handbook or obtained by asking us for the relevant code of conduct or regulations. Alternative complaints bodies also exist, which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. An example is Independent Mediators whose website is www.independentmediators.co.uk.

If we enter into a contract with you and/or you become a client of ESP Law Ltd by electronic means (such as by email or online) then, in addition to any rights of redress you may have through the Legal Ombudsman, you may be entitled to use an EU online dispute resolution platform to assist with any complaint or dispute you may have about our services. This online platform can be found at http://ec.europa.eu/odr. We do also have an email address you may contact in this regard and that is info@esphr.co.uk.

In respect of our invoices raised in respect of this matter, you may also apply to the court for an assessment of the invoice under Part III of the Solicitors Act 1974.

We are authorised and regulated by the Solicitors Regulation Authority (www.sra.org.uk), and are bound by the regulator’s Code of Conduct, which can be found on their website.