Our Complaints Policy

We are committed to providing a high-quality service to our customers. This includes a commitment to putting things right when they go wrong. This policy explains how we will deal with any complaint that is referred to us. Your complaint may concern the way in which you have been dealt with, the quality of service you have received or any invoice that you have received.

Our Complaints Procedure

If you have a complaint, please contact our COLP Director, Nina Robinson on +44 (0)113 887 3422 or by email to nina@esphr.co.uk or by post at ESP Ltd, ESP House, 4 The Links Business Centre, Old Woking Road, Woking, Surrey, GU22 8BF. It is preferable that you do put your concerns into writing, but if you would prefer not to, or if you would find it difficult to do so, please contact Nina by telephone.

To explain to you how long this process might take we have included our target times for each stage of the process. Where, for any reason, it is not possible to observe any of these limits we will let you know and explain why.

What will happen next?

If you are not satisfied with our handling of a complaint under our own complaint procedure 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 only open to all members of the public and small businesses, charities, clubs and trusts and further details are available on www.legalombudsman.org.uk.

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.

The Legal Ombudsman's telephone number is 0300 555 0333. You may email enquiries@legalombudsman.org.uk or write to Legal Ombudsman, PO Box 15870, Birmingham B30 9EB.

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