1. A complaint shall be defined as any written expression of dissatisfaction, whether justified or not, from or on behalf of any person receiving advice though Employment Law Advocates Limited (“ELA”).

2. A complaint may be made by any reasonable means. Such means will include, but are not limited to: letter or e-mail.

3. All complaints will be investigated by Lisa Crivello, who is a person of sufficient competence. Where Lisa Crivello was herself directly involved in the matter which is the subject of the complaint, ELA may appoint another person of sufficient competence to investigate.

4. All complaints will be responded to formally and in writing. Such response will adequately address the subject matter of the complaints.

5. The person charged with responding to the complaints shall have the authority to settle complaints and, in appropriate cases, to offer redress.

6. Where ELA decides that redress is appropriate, such redress will not be by way of financial compensation unless there is a legal entitlement to such compensation.

7. ELA shall not consider any complaint that is made more than six months after the complainant became aware of the cause of the complaint.

8. All complaints will be acknowledged in writing within ten business days of receipt. Such acknowledgement will provide the name or job title of the individual handling the complaint, together with details of ELA’s internal complaints handling procedures.

9.ELA, will, within four weeks of receiving a complaint, send the complainant either:-
a) A final response or;
b) A holding response, which explains why it is not yet in a position to resolve the complaint and indicates when the company will make further contact, which will be within eight weeks of the receipt of the complaint at the latest.

10. ELA will, by the end of the eight weeks after its receipt of a complaint, send the complainant either:-
a) A final response or;
b) A response which:-
i. Explains that the company is still not in a position to make a final response, gives reasons for the further delay and indicates when it will expect to be able to provide a final response; and
ii. Informs the complainant that he may refer the handling of the complaint to the Claims Management Regulator if s/he is dissatisfied with the delay.

11. ELA will publish details of its internal complaints handling procedures on its website, supply a copy on request to a complainant and supply a copy automatically to the complainant when it receives a complaint.

12. In making a final response, or if a complaint is not received after eight weeks, ELA will indicate to the complainant that if s/he is not satisfied, s/he may refer the handling of the complaint to the Claims Management Regulator and must give the complainant the address, phone number and e-mail address of the Regulator.

13. ELA will maintain records, and provide to the Regulator, on request, details of all complaints handled under these rules.