Client Feedback Form

Complaints against Emmtoria LIMITED

Our aim is to provide you with a positive, supportive and helpful experience at every stage of your matter, but we’re also human and even with the best intentions, we may have missed the mark. If that’s the case, it is always best to speak directly with your solicitor first to see if they can help resolve your query, but if not, then there are a few options to help you.

What you need to do

Emmtoria Limited is committed to providing a high-quality legal service to all our clients. When something goes wrong and you do not feel as if this has been achieved, we need you to tell us about it. This will help us to improve our standards and we actively monitor the cause of complaints and improve and correct our service accordingly. We also internally keep a record of all complaints received. You will have been provided with the complaint information and procedure in the client care letter. You will have also been provided with details of who has overall responsibility for complaints. Whenever possible, please raise any initial client care problems with the person acting on your matter to give them the opportunity of resolving matters with you. Often matters can be quickly resolved in this way.

Formal complaints procedure

The following outlines our recommended procedure for making a formal complaint. Please note that making a complaint will not affect how we handle your case.

1. A formal complaint should be addressed to Victoria Sheldon who can be contacted in writing at The Coach House, Leicester Grange, Hinckley Road, Wolvey, LE10 3FT or by email at v.sheldon@emmtoria.co.uk​. Please set out the details of the complaint. If your complaint is about Victoria Sheldon, please address your complaint to Emma Billings who will follow the below procedure in her absence. 

2. We will then investigate your complaint. This will normally involve passing your complaint to our client care director, Victoria Sheldon unless the complaint is about her, we will review your matter file and speak to the member of staff who acted for you. You will be informed of how the complaint will be handled and when – the complaint process is of course free of charge and no costs will be incurred.

3. Victoria Sheldon or another Director will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.

4. Within three days of the meeting, Victoria Sheldon or another Director will write to you to confirm what took place and any solutions she has agreed with you.

5. If you do not want a meeting or it is not possible, Victoria Sheldon or another Director will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another director to review the decision.

7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

If you are concerned about our behaviour, the SRA can help. You can raise your concerns with them at www.sra.org.uk/consumers/problems/report-solicitor.page