Complaints Policy

MIALDN.Com Limited (t/a “Eta & Associates”)

Company Number: 10403170

Address: FORA Melcombe Place, 12 Melcombe Place, Marylebone, London, United Kingdom NW1 6JJ 

Website: etaandassociates.com 

Eta and Associates

Last Updated: 25 June 2024

Complaints Policy

Our aim

We aim to deal promptly, fairly and effectively with any complaint a client may have about any aspect of our service.

Our complaints handling policy

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 service. There is no question of any charge being made for the time taken to resolve a complaint.

How to complain

If you have a complaint, please provide the details to info@etaandassociates.com. All complaints received by us are recorded in a central register kept by our practice (the “Central Register”).

Where a quick resolution of your complaint is possible

If it is possible that, after investigation, we can quickly resolve your complaint to your satisfaction, we will promptly record in writing to you and to the Central Register, the agreed manner of resolution. If, however, your complaint is not resolved to your complete satisfaction you should notify us that you wish for the complaint to be investigated further.

What will happen next?

We will engage an independent third party as agreed with you to investigate your complaint, who will be in touch regarding their investigation and suggested steps to be taken to address your complaint. We will aim to provide you with a final response to your complaint within 8 weeks from the date that we first become aware.

If you are a consumer and are still not satisfied, you can then contact the Legal Ombudsman:

  • by letter at: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
  • by telephone at: callers from UK: 0300 555 0333 / callers from overseas: +44 121 245 3050 by email at: enquiries@legalombudsman.org.uk

The Legal Ombudsman may be prepared to investigate your complaint if you satisfy the relevant  criteria. 

You must take your complaint to the Legal Ombudsman:

  • within six months of receiving a final response from us to your complaint; and
  • no more than one year from the date of act/omission; or
  • no more than one year from when you should reasonably have known there was cause for  complaint.

The Solicitors Regulation Authority may also be able to help you with a complaint.