Complaints Handling Policy

Elemental is committed to providing the highest possible standard of service however if you feel our service has fallen below your expectations we encourage you to contact us at the earliest opportunity and to follow this complaint handling procedure.

Our aim is to listen, inform & respond.

Listen

Please contact us setting out the reasons for your dissatisfaction. If you would prefer to speak to somebody about your complaint, please contact us on 020 3286 6229.

Even if your issue may not warrant a full and formal complaint if you are unhappy please do not hesitate to contact us.

Inform

A senior member of our team will be assigned to your complaint and a written acknowledgement of your complaint will be provided within 3 working days.

If required a formal investigation will be undertaken and you can expect a final decision in respect of your complaint within 15 working days. If there is a reason beyond our control that means we cannot respond within this timeframe we will let you know and we will respond within a 35 working day period.
You will be provided with options as to how you would like your complaint to be dealt with. This may involve informal or formal resolution procedures.

You will not be charged for making a complaint and any implications of the complaint will be made clear at the outset. We will aim to communicate with you using clear and comprehensible language

Respond

We will share our findings and conclusions with you. If we find that we provided poor service, we will acknowledge what went wrong and offer to provide a suitable and proportionate remedy. If we find that we provided a reasonable service, we will explain how we reached that decision.

If you do not agree with our decision we will discuss and suggest next steps.

The Legal Ombudsman

If you are unsatisfied with our response in respect of any member of our staff who is a practicing solicitor, or if it has not been resolved within eight weeks, you are entitled to contact The Legal Ombudsman.