Complaints

Complaints Procedure

Employment Law Services (ELS) LTD

Employment Law Services (ELS) LTD is committed to providing expert, practical and professional employment law advice and support to clients throughout the UK. However, we recognise that sometimes things may not go as expected. If you are dissatisfied with any aspect of our service or believe we have failed to meet your expectations, we want to hear from you. Your feedback helps us maintain the highest standards of service.

This guide outlines our complaints procedure, explains how to make a complaint, and describes what you can expect from us, as well as where to seek additional help if required.

What is a Complaint?

We define a complaint as:

“An expression of dissatisfaction, whether oral or written, by a client or non-client about the service, conduct, or actions (or inaction) of Employment Law Services (ELS) LTD, or about the standard of service provided.”

Who Can Complain?

Anyone can make a complaint to us, including:

Existing or former clients
Potential clients
Third parties affected by our conduct
Any representative acting on behalf of someone with their consent (e.g. a relative, carer, solicitor, or authorised agent)

Where someone is making a complaint on your behalf, we will require your written permission before we can respond fully to them.

What Can I Complain About?

You can complain about issues such as:

The quality or standard of service provided
Delay or failure to provide advice, assistance or updates
Lack of communication or poor client care
Behaviour or conduct of a member of staff
How a decision was made in relation to your matter
Our compliance with professional or regulatory obligations
Our handling of confidential or personal information

This list is not exhaustive. If you’re unsure whether something qualifies as a complaint, we encourage you to raise it with us anyway.

What Can’t I Complain About?

Our complaints procedure does not cover:

Requests for initial legal advice or new services
Fee queries where standard billing procedures have not yet been followed
Matters that are subject to ongoing or concluded legal proceedings
Complaints that have already been fully investigated and closed
Any issue that is being (or has been) investigated by a regulatory or statutory body (e.g. the Legal Ombudsman or a court)

If your concern cannot be handled through our complaints procedure, we will explain why and let you know how it can be addressed through alternative routes.

How Do I Complain?

You can submit your complaint by any of the following methods:

Email: [email protected]
Telephone: 0141 611 9785
Post: Complaints Officer
Employment Law Services (ELS) LTD
2nd floor, suites 5-7, Merlin House, 20 Mossland Road, Glasgow, G52 4XZ

To help us investigate your concerns effectively, please include:

Your name and preferred contact details
Details of the issue or incident you are unhappy about
Dates and names of people involved (if known)
Copies of any relevant correspondence or documents
The outcome you are seeking

How Long Do I Have to Complain?

Normally, you must raise your complaint:

Within 6 months of the issue or incident occurring, or
Within 12 months of discovering the issue (if it relates to an event within the last 12 months)

If you believe there are exceptional reasons for not complaining sooner, please explain these when submitting your complaint. We will consider such cases on an individual basis.

What Happens When I Complain?

We aim to resolve complaints efficiently and fairly. Our complaints procedure operates in three stages:

Stage One – Informal/Frontline Resolution

Where possible, we aim to resolve complaints quickly, often at the first point of contact. This may involve an apology, clarification, or immediate action to correct the problem.

We will give you a response within 5 working days, unless exceptional circumstances apply. If we can’t resolve your complaint at this stage, or you remain dissatisfied, we will proceed to Stage Two.

Stage Two – Formal Investigation

Stage Two is used when:

A complaint is complex or serious; or
You are dissatisfied with our initial response

At this stage we will:

Acknowledge your complaint within 3 working days
Where appropriate, contact you to clarify the issues and understand your desired outcome
Conduct a full and impartial investigation

We aim to provide a full written response within 20 working days. If we need longer, we will explain why and agree on a revised timeframe with you. If we can’t resolve your complaint at this stage, or you remain dissatisfied, we will proceed to Stage Three.

Stage Three – Formal Review

Stage Three is used when you are dissatisfied with the outcome of Stage Two.

At this stage we will:

Conduct a full and impartial review of the investigation and response

We aim to provide a final written response within 30 working days. If we need longer, we will explain why and agree on a revised timeframe with you.

What If I’m Still Dissatisfied?

If you are still unhappy after receiving our final response, you may have the right to refer your complaint to an external body such as:

Legal Ombudsman

Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333
Email: [email protected]
Address: PO Box 6806, Wolverhampton, WV1 9WJ

Please note that time limits apply when referring a complaint to the Legal Ombudsman. You should do so:

Within 6 months of receiving our final response, and
No more than 1 year from the date of the act or omission being complained about (or date you became aware of it)

Getting Help to Make Your Complaint

We understand that not everyone feels confident making a complaint. If you need help, you can appoint a representative or advocate to assist you. We will always seek your permission before dealing with another person on your behalf.

If you require this information in an alternative format or language, or need additional support to access our complaints process, please contact us and we will make reasonable adjustments.

Our Commitment to You

Employment Law Services (ELS) LTD is committed to:

Handling complaints professionally and confidentially
Treating all parties with courtesy and respect
Learning from complaints to improve our service
Complying with all relevant professional and regulatory standards