Complaints

Excello Law NI Complaints Handling Procedure

 

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.

If you have a complaint, please contact us in writing with the details. It may be useful to utilise the Law Society of Northern Ireland’s complaint template which can be found HERE.

Your complaint must be made to us within six (6) months of the conclusion of the business, or within six (6) months of discovery of the difficulty, whichever is later.

What will happen next?

1. We will acknowledge receipt of your complaint within seven (7) days of receiving it and provide you with a copy of this procedure. We will also log your complaint centrally.
2. We will then investigate your complaint. This will normally involve passing your complaint to our Compliance Team, where it will be investigated under the supervision of the Client Care Director. The investigation will usually involve a review of your matter file and corresponding with the member of staff who acted for you to gain their comments. As part of our investigation the person who is dealing with the complaint may contact you to seek further information, documentation, or clarification of the complaint.
3. Following our investigation, a member of the Compliance Team will write to you setting out our findings and what, if any, action we propose to resolve the matter. We aim to provide this response within twenty-eight (28) days of sending you our acknowledgement letter. If for any reason we are unable to meet this timescale we will contact you to notify you of the reason and confirm a revised timescale.
4. If you inform us that you are satisfied with our proposed resolution, we will close your complaint on our central register.
5. If you are not satisfied with our outcome, you may refer your complaint to the Law Society of Northern Ireland about your complaint. They can be contacted at complaints@lawsoc-ni.org or the following address : Client Complaints, Professional Conduct Department, Law Society of Northern Ireland, 96 Victoria Street, Belfast, BT1 3NL.

You must refer your complaint to the Law Society within 6 months of our complaint response.

If we have to change any of the timescales above, we will let you know and explain why.