OUr Commitment

1: We are committed to providing a high-quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us.

How do I make a complaint?

2.0 You can contact us in writing (by letter, fax or email) or by speaking with our Head of Legal Practice (HOLP) and complaints manager, whose contact details are: Eve Lake, eve@evelake.co.uk tel: 01433 627 268. If the complaint is directed against Eve Lake we will ask our Head of Finance and Administration Lynn Edwards to handle your complaint.
2.1 To help us to understand your complaint, and in order that we do not miss anything, please tell us:
2.1.2 your full name and contact details
2.1.3 what you think we have got wrong
2.1.4 what you hope to achieve as a result of your complaint, and
2.1.5 your file reference (if you have it)
2.3 If you require any help in making your complaint we will try to help you.
2.4 If you are unable to resolve matters with Eve Lake, then the business will ask an independent legal firm to look into the complaint

How will you deal with my complaint?

3.0 We will record your complaint centrally.
3.1 We will write to you within five working days acknowledging your complaint, enclosing a copy of this policy.
3.2 We will investigate your complaint. This will usually involve:
3.2.1 reviewing your complaint
3.2.2 reviewing your file(s) and other relevant documents, and
3.2.3 speaking with the person who dealt with your matter
3.3 We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
3.4 We will update you on the progress of your complaint at appropriate times.
3.5 We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
3.6 We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within twenty-one days of the date of our letter of acknowledgement and no later than 28 days.

What if I am not satisfied with the outcome?

4.0 If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will ask an independent firm to review the matter. The review will be completed within 28 days from the date of the request for a review.
4.1 If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:
4.1.1 by post at PO Box 6806, Wolverhampton, WV1 9WJ
4.1.2 by telephone: 0300 555 0333, or
4.1.3 by email: enquiries@legalombudsman.org.uk
4.2 You must usually refer your complaint within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it). Further details are available on the website: www.legalombudsman.org.uk.
4.3 The ombudsman deals with service-related complaints; any conduct related complaints will be referred to the Council for Licensed Conveyancers our governing body.
4.4 If you do have concerns about the professional conduct of the firm you may wish to refer the matter to the Council for Licensed Conveyancers (CLC) at the following address clc@clc-uk.org.
4.5 If you make a valid claim against us for a loss arising out of work for which we are legally responsible, and we are unable to meet our liability in full, you may be entitled to claim from the Compensation Fund administered by the Council for Licensed Conveyancers.
4.6 If you do have concerns about the professional conduct of the firm you may wish to refer the matter to the Council for Licensed Conveyancers (CLC) at the following address clc@clc-uk.org.
4.7 If you make a valid claim against us for a loss arising out of work for which we are legally responsible, and we are unable to meet our liability in full, you may be entitled to claim from the Compensation Fund administered by the Council for Licensed Conveyancers.

What will it cost?

5.0 We will not charge you for handling your complaint.
5.1 Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
5.2 The Legal Ombudsman service is free of charge.

Yours Faithfully

Eve Lake Conveyancing & Legal Services

EVE LAKE CONVEYANCING

& LEGAL SERVICES

UNIT 5 – ECCLES BUSINESS CENTRE – ECCLES LANE – HOPE – S33 6RW

Email eve@evelake.co.uk Tel: 01433 627268 Fax: 01433 627282

www.evelake.co.uk

Cybercrime: Email & Bank Details
Please be aware that there is significant risk, due to the increasing use of cyber fraud by criminals, affecting email accounts and specifically bank account details. Please note that our firm’s bank account details will never change during the course of a transaction, nor will we ever change our bank details via email. Please be extra vigilant and recheck our firm’s office and client bank account details with the person responsible for your matter before sending funds to us. We will not accept any responsibility if you transfer money to an incorrect bank account.

Eve Lake Conveyancing & Legal Services Limited is registered in England and Wales under company number 11986431
Registered office: Unit 5 Eccles Business Centre Eccles Lane Hope S33 6RW

Eve Lake Conveyancing & Legal Services Limited is a law firm authorised and regulated by the Council of Licensed Conveyancers.

We use the word ‘director’ to refer to a shareholder or director of the company, or an employee or consultant who is a lawyer with equivalent standing and qualifications.

A list of the directors is displayed at the above address, together with a list of those persons who are designated as directors but who are not registered as directors at Companies House.

Our firm has no authority to enter into a binding contracts by exchange of emails, and until formal telephone exchange of contracts by a recognised protocol has occurred, all correspondence is subject to contract’

Information in and attached to this message is confidential and may be legally privileged. If you are not the intended recipient you must take no action based upon this message or its attachments and you must not copy or show them to anyone and you must delete this message and attachments from your system immediately. Please contact the sender if you believe you have received this email in error. We will not accept any liability for damage caused by computer viruses and it is your responsibility to scan attachments (if any).

Please be aware that email communication might not be secure and we therefore cannot guarantee either the integrity or security of this communication.