Complaints Policy

Elephant Legal

Our Approach

Elephant Legal is committed to providing careful, professional, and respectful service.

If something falls short of your expectations, we want to know. Concerns are taken seriously and handled fairly.

Raising a complaint will not affect how you are treated.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about:

  • The service provided

  • The way a matter has been handled

  • Communication or conduct

  • Fees or billing

If you are unsure whether something amounts to a complaint, you are welcome to raise it and we will clarify.

How to Make a Complaint

Complaints are usually made in writing.

Please include:

  • Your name

  • Details of the service concerned

  • A clear explanation of your concern

  • What outcome you are seeking

Complaints can be submitted using the contact details provided on this website, or by email to:
admin@elephantlegalservices.co.uk

If you need assistance submitting a complaint, we will provide reasonable support.

What Happens Next

We will:

  • Acknowledge your complaint, usually within 2 working days

  • Review the matter carefully

  • Respond in writing with our findings and any proposed resolution, normally within 14 days

If further information is needed, we may contact you during the review.

We aim to handle complaints proportionately and without unnecessary delay.

If You Remain Dissatisfied

If, after receiving our response, you remain dissatisfied, we will explain what further steps may be available.

Depending on the nature of the issue, this may include:

  • Alternative dispute resolution options

  • Professional indemnity insurer involvement (where relevant)

  • Legal remedies

We will provide appropriate information at that stage.

Continuous Improvement

Complaints are reviewed not only to resolve individual concerns but to improve systems and prevent recurrence.