We recognise that Alternative Dispute Resolution Regulations have implemented ADR/EDR Directive 2013/11/EU to promote alternative dispute resolution as a means of redress for consumers in relation to unsatisfactory services. We have however chosen not to adopt an ADR process, and if you have any concerns about the services you receive from this firm you should contact the firm’s Client Relations Manager. Our aim is to provide an efficient service, but if you are unhappy about any aspect of our service, then please discuss your concerns in the first instance with the person dealing with your work. However, if that would cause you difficulty or embarrassment please speak to our Client Relations Manager, Ms Elizabeth (Elise) Peden, who will be in a position to review any difficulties. While we hope and expect that problems will not arise, we would prefer to know about them and attempt to resolve them as quickly and as effectively as possible. If we are not able to satisfactorily deal with any concern you have, you can of course contact the Scottish Legal Complaints Commission (“SLCC”) at The Stamp Office, 10 – 14 Waterloo Place, EDINBURGH, EH1 3EG, telephone 0131 528 5111, email enquiries@scottishlegalcomplaints.org.uk or visit their website at www.scottishlegalcomplaints.org.uk. Please be aware that the SLCC operates strict time limits for accepting complaints, which require complaints to be made within three years of the service ending or the conduct occurring, unless they consider you were excusably unaware of your concerns.
