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How to complain
If you have contacted us and are unhappy with the way we have dealt with you, we want to know. We want to put things right, and we always welcome suggestions to help us improve our services.
Stage One
In the first instance, if you wish to complain (about our service or charges) please contact the advisor dealing with your matter. Their name and contact details will be in the engagement letter you received when you first instructed the firm on the relevant matter. We are happy to deal with your complaint by informal discussion or in writing, at your choosing.
If you cannot resolve the problem with the advisor you have been dealing with and/or are dissatisfied with the outcome or the way the complaint has been handled, your complaint will progress to stage two of our complaints procedure.
Stage Two
You can progress your complaint to stage two of our complaints procedure by writing to the Managing Director of Employment Law Services (ELS) whose contact details are: Gary H Sutherland, Managing Director, Employment Law Services (ELS) LTD, 2nd floor, suite 5, Merlin House, 20 Mossland Road, Hillington Park, Glasgow, G52 4XZ.
At stage two of our complaints procedure, we will acknowledge receipt of your written complaint within five working days.
We will tell you how long it will take to investigate your complaint, which is typically three or four weeks, but this might take longer either due to the circumstances of your complaint, illness or holidays. In any event it should never be more than eight weeks after acknowledging receipt of your complaint.
We will review your case and if necessary, speak with the advisor who was initially dealing with your case.
We will send you the result of the investigation by email or post, depending on how you contacted us in the first place, and we may also offer to meet with you to discuss your complaint and resolve it, if we feel this would be helpful.
We will notify you of the outcome and if it is found that the service you received was not as we would have liked it to be, we will work with you to try to find a way to resolve your complaint. If it is found that your complaint does not support a finding of poor service, you will be informed of this decision, the reasons why, and you will be invited to raise any further questions. If you choose not to raise any further questions, the matter will be considered closed.
If you choose to raise further questions and/or assert that you are still unhappy with the decision, we will acknowledge receipt of your further submissions within two working days and review the original decision. We will then aim to provide you with a final decision within one calendar month of receipt of your further submissions.
Stage Three
You also have the right to complain to the Professional Paralegal Register (PPR) at the conclusion of the complaint process. Contact details for the PPR and details of the time limits for making a complaint can be found at (https://ppr.org.uk). For further information, you should contact the Professional Paralegal Register.