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Complaints policy & procedure

Our Complaints Policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

Our Complaints Procedure

If you are unhappy about any aspect of the service you have received or about any bill for our services, please raise this first of all with the individual responsible for undertaking your instructions.

If you are not able to reach agreement with the relevant member of staff, you should then contact Alan Grant, Chief Operations Officer, who has responsibility for issues of client care. You can contact him at St Mary’s Court, St Mary’s Gate, Chesterfield, S41 7TD (Tel: 01246 231 288).

In the event that your complaint is referred to the Chief Operations Officer:

  1. Within 5 working days of receiving your complaint, the Chief Operations Officer (or his deputy, where appropriate) will formally acknowledge your complaint, informing you of the individual who will be responsible for investigating it (the “Complaint Investigator”). This person will not previously have been involved in the relevant instructions.
  2. Thereafter, the Complaint Investigator will review all of the circumstances relevant to your complaint. This will include a thorough review of the file of papers we hold (including any letters of complaint received), and may include one or more of the following steps:
    • Interviewing you to obtaining further information and comments, as the investigation proceeds; and
    • Interviewing any member of staff, who might have information relevant to the investigation and the complaint;
  3. Once we have completed the review, the Complaint Investigator will either:
    • write to you confirming the result of the review, explaining the reasons for our decision; or
    • invite you to further discuss the issues raised and our proposals for resolving the complaint. In such an event, we will confirm in writing what took place and any suggestions that we might agree with you.
  4. We would hope to complete this review process and report this to you within 25 working days of receiving your complaint. However, this may prove impractical, with holidays and other commitments. If we cannot complete the review process within this period, we will let you know and explain why.
  5. If you are unhappy about the outcome of this review process, you may provide us with your further written comments, which will be considered further by the Complaint Investigator. In this event, we would hope to resolve your complaint within a further 20 working days.
  6. In the unlikely event that you remain dissatisfied by our response to your complaint, you may refer the matter to the Legal Ombudsman. The Legal Ombudsman will apply the following criteria: -
    • Before accepting a complaint or investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.
    • If that has occurred, you must make your complaint to them within one year of the date of the act or omission about which you are concerned or within one year of you realizing there was a concern.
    • You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

Further: The Legal Ombudsman may decline to deal with complaints from certain categories of client.

For further information you should contact:

Legal Ombudsman
PO Box 6167
Tel: 0300 555 0333

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Elliot Mather LLP maintains professional indemnity insurance in accordance with the rules of the Solicitors Regulation Authority. Details of the insurers and the territorial coverage of the policy are available for inspection at our offices.

Registered Office: St. Mary's Court, St. Mary's Gate, Chesterfield, Derbyshire, England, S41 7TD

VAT Number: 126 3019 03

Regulatory Notice: Elliot Mather LLP is a limited liability partnership. Partnership number OC321320.

Authorised and regulated by The Solicitors' Regulation Authority. To view code of conduct visit