Client Complaints Procedure

eSolicitors

COMPLAINTS PROCEDURE: HOW TO MAKE A COMPLAINT

For Clients in the United Kingdom, the United States, and International Jurisdictions

This Complaints Procedure forms part of the standard operating procedures of the eSolicitors platform and should be read together with the applicable Client Terms and Conditions (the UK Client Terms, the US Client Terms, or the International Client Terms, as applicable). Capitalised terms not defined in this procedure have the meanings given in the applicable Client Terms.

eSolicitors is a technology platform that connects you with solicitors, attorneys, and qualified legal professionals worldwide. It is not a law firm. It is not regulated by the SRA, any US state bar, or any other legal regulatory authority in any jurisdiction. It does not provide legal advice. Your solicitor, attorney, or lawyer ("Your Lawyer") is an independent professional solely responsible for the legal services they provide to you.

CONTENTS

Part A Scope and Eligibility (Clauses 1-5)

Part B Complaints About Your Lawyer's Legal Services (Clauses 6-18)

Part C Complaints About the eSolicitors Platform (Clauses 19-25)

Part D Escalation Routes: Regulators, Ombudsmen, and Courts (Clauses 26-40)

Part E Compensation and Client Protection Funds (Clauses 41-46)

Part F General Provisions (Clauses 47-55)

Part G Quick Reference Table

PART A - SCOPE AND ELIGIBILITY

1. Scope

1.1 This Complaints Procedure applies to all clients ("You" or "Your") who have instructed a solicitor, attorney, or qualified legal professional ("Your Lawyer") through the eSolicitors platform ("the Platform"), regardless of Your jurisdiction, the jurisdiction of Your Lawyer, or the nature of the matter.

1.2 This procedure distinguishes between two categories of complaint: (a) complaints about Your Lawyer's legal services (Part B); and (b) complaints about the Platform's own technology and marketplace services (Part C). The complaint routes, timescales, and escalation options differ for each category. It is important that You direct Your complaint to the correct party.

1.3 Making a complaint under this procedure does not affect Your statutory rights, Your right to bring court proceedings, or Your right to complain to any regulator.

2. Who Can Complain

2.1 Any person or entity that has instructed a Lawyer through the Platform may use this Complaints Procedure, including individuals, sole traders, partnerships, companies, LLCs, LLPs, trusts, charities, clubs, law firms, professional bodies, and government entities.

2.2 Your eligibility for certain escalation routes depends on who You are and where You are located. In particular, access to the Legal Ombudsman (England and Wales) is restricted to certain categories of complainant (see clause 29). In Scotland, complaints are handled by the SLCC (see clause 3A). In Northern Ireland, service complaints are handled by the SCC and conduct complaints by the Law Society of Northern Ireland (see clause 3B).

3. England and Wales: Eligibility for the Legal Ombudsman

3.1 If You are located in the United Kingdom, You may be able to escalate a complaint about Your Solicitor to the Legal Ombudsman if You are: (a) an individual; (b) a micro-enterprise (fewer than 10 employees, turnover below €2 million); (c) a charity with annual income below £1 million; (d) a club or association with annual income below £1 million; (e) a trustee of a trust with net assets below £1 million; (f) a beneficiary or personal representative of a deceased person's estate.

3.2 If You are a larger business, law firm, or professional body, You cannot use the Legal Ombudsman. Your routes are: Your Solicitor's own complaints procedure, the SRA (for serious misconduct), and the courts.

3.3 If Your Lawyer is a Barrister regulated by the BSB, the Legal Ombudsman may have jurisdiction if the Barrister provides services directly to the public under BSB public access rules. The SRA Compensation Fund does not apply to Barristers.

41A. Scotland: Scottish Solicitors' Guarantee Fund

41A.1 If Your Solicitor is qualified in Scotland and has been dishonest or has failed to account for Your money, You may be able to claim from the Scottish Solicitors' Guarantee Fund, which is administered by the Law Society of Scotland. The Fund is discretionary and does not cover all losses. More information: www.lawscot.org.uk.

41B. Northern Ireland: Solicitors' Compensation Fund

41B.1 If Your Solicitor is qualified in Northern Ireland and has been dishonest or has failed to account for Your money, You may be able to claim from the Solicitors' Compensation Fund (Northern Ireland), which is administered by the Law Society of Northern Ireland. The Fund is discretionary. More information: www.lawsoc-ni.org.

3A. Scotland: Eligibility for the Scottish Legal Complaints Commission (SLCC)

3A.1 If Your Solicitor or Advocate is qualified in Scotland, the Legal Ombudsman does not have jurisdiction. All complaints about Scottish legal practitioners are handled by the Scottish Legal Complaints Commission (SLCC), which is the statutory gateway for complaints in Scotland.

3A.2 The SLCC handles service complaints itself and refers conduct complaints to the Law Society of Scotland (for solicitors) or the Faculty of Advocates (for advocates). Any person may complain to the SLCC, regardless of size or type.

3A.3 Time limits: You must make Your complaint to the SLCC within three years of the date on which you were last provided with a service (for service complaints) or within three years of the conduct (for conduct complaints). The SLCC may accept late complaints in exceptional circumstances.

3B. Northern Ireland: Eligibility for the Solicitor Complaints Committee and Law Society of Northern Ireland

3B.1 If Your Solicitor is qualified in Northern Ireland, the Legal Ombudsman does not have jurisdiction. Service complaints are handled by the independent Solicitor Complaints Committee (SCC). Conduct complaints are handled by the Law Society of Northern Ireland.

3B.2 If You are dissatisfied with how the Law Society of Northern Ireland handled a conduct complaint, You may refer the matter to the Lay Observer for Northern Ireland.

3B.3 Complaints about barristers in Northern Ireland are handled by the Bar of Northern Ireland.

4. United States: State Bar Complaints

4.1 If You have instructed an attorney admitted in a US state, anyone may file a complaint with the relevant state bar disciplinary authority, regardless of size or type. There are no eligibility restrictions.

5. International: Regulatory Authority Complaints

5.1 If You have instructed a legal professional qualified outside the UK and US, You may file a complaint with the Regulatory Authority (the bar association, law society, ministry of justice, or other body responsible for regulating legal professionals) in Your Lawyer's Home Jurisdiction or the Delivery Jurisdiction. The Platform will assist You in identifying the correct Regulatory Authority.

5.2 The Platform does not validate, verify, or accredit the qualifications or regulatory standing of international lawyers, although it actively monitors their activity on the Platform. You are encouraged to verify Your Lawyer's qualifications independently.

PART B - COMPLAINTS ABOUT YOUR LAWYER'S LEGAL SERVICES

6. What You Can Complain About: Your Lawyer

6.1 Part B applies where Your complaint is about the legal services provided by Your Lawyer. Your Lawyer is the independent legal professional who accepted Your instructions through the Platform. The Platform is not responsible for the quality, accuracy, completeness, timeliness, or regulatory compliance of Your Lawyer's legal services.

6.2 Complaints about Your Lawyer include (without limitation) complaints about: (a) the quality of legal advice or legal work; (b) errors, omissions, or negligence in the handling of Your matter; (c) delay or failure to progress Your matter with reasonable diligence; (d) failure to communicate, keep You informed, or respond to Your enquiries; (e) failure to follow Your instructions (where lawful and proper); (f) the amount charged, the basis of charging, or the reasonableness of fees and bills; (g) failure to provide a costs estimate, costs update, or breakdown of charges; (h) failure to identify or manage a conflict of interest; (i) breach of confidentiality or legal professional privilege; (j) dishonesty, fraud, or misrepresentation by Your Lawyer; (k) discrimination on the basis of a protected characteristic or other unlawful ground; (l) failure to provide a Client Care Letter, Engagement Letter, or required disclosures at the outset of the engagement; (m) failure to advise You of Your Lawyer's complaints procedure or the relevant Regulatory Authority's contact details; (n) Your Lawyer advising on the law of a jurisdiction in which they are not qualified (jurisdictional overreach); (o) Your Lawyer misrepresenting their qualifications, experience, regulatory status, or accreditation; (p) failure to maintain adequate professional indemnity insurance or to disclose the absence of such insurance; (q) any other matter relating to the professional conduct or competence of Your Lawyer.

6.3 The Platform applies an objective test when assessing whether a complaint about quality has a reasonable basis for further investigation: would a reasonably competent legal professional in the Delivery Jurisdiction, exercising reasonable skill and care, have provided the service to this standard?

7. What Is Not a Complaint About Your Lawyer

7.1 The following are not complaints about Your Lawyer and should be directed to the Platform under Part C: (a) dissatisfaction with the Platform's matching or recommendation algorithm; (b) issues with the Platform's website, mobile application, or technology infrastructure; (c) the accuracy of the AI Scope Script generated by the Platform's automated systems; (d) the Platform's own fees (Connection Fee, Compliance Verification Fee, Buyer Protection Fee, AI Consultation Fee); (e) payment processing errors by Stripe or the Platform's payment systems; (f) Your Platform account, subscription tier, profile, or login issues; (g) the Confirmation Period, its duration, or the mechanics of the dispute and payment holding process; (h) the availability, accuracy, or content of Platform templates, document workspace features, or scheduling tools; (i) data protection or privacy concerns relating to data held by the Platform (as distinct from data held by Your Lawyer); (j) the conduct of the Platform's own staff.

8. Step 1: Raise It with Your Lawyer First

8.1 In the first instance, raise Your concern directly with Your Lawyer through the Platform's messaging system on Your Platform dashboard or by the contact details provided in Your Engagement Letter. Tell Your Lawyer what the problem is and what You would like them to do about it. Give Your Lawyer a reasonable opportunity to address Your concern (the Platform suggests at least ten (10) Business Days).

8.2 In the UK, Your Solicitor must have a written complaints procedure (SRA requirement). In the US, Your Attorney should have a process for handling client concerns. International lawyers are required by the Platform's terms to maintain a written complaints procedure complying with the requirements of their jurisdiction (see International Lawyer Terms clause 44A).

8.3 In Scotland, solicitors must have a written complaints procedure under the Law Society of Scotland Practice Rules. In Northern Ireland, solicitors must have an in-house complaints procedure under the Law Society of Northern Ireland requirements. Your Solicitor must acknowledge receipt of Your complaint and provide a substantive reply within 28 days.

9. Step 2: Use the Platform's Dispute Process

9.1 If direct communication does not resolve the issue, or if the issue relates to a payment and the Confirmation Period has not expired, You may raise a dispute through the Platform. You can do this by logging into Your Platform dashboard and selecting the relevant matter and milestone. When You raise a dispute, Stripe holds the funds for the relevant milestone pending resolution.

9.2 When You raise a dispute, the Platform will ask You to select the nature of the problem. Categories include: (a) work not received; (b) work incomplete; (c) work not as described; (d) quality concern; (e) costs dispute; (f) communication issue; (g) conflict of interest; (h) jurisdictional overreach (Your Lawyer advised on law they are not qualified to advise on).

9.3 The Platform facilitates communication between You and Your Lawyer. The Platform does not take sides, does not adjudicate disputes, and does not determine liability.

9.4 Target dispute handling response times vary by Your subscription tier: (a) Free/Explorer: 72 hours; (b) Standard/Protected: 48 hours, with extended Confirmation Period of 21 days; (c) Premium/Concierge: 24 hours, with extended Confirmation Period of 30 days, escalation to the Platform Chief Legal Officer (graham.clo@esolicitors.com), and a dedicated case adviser. These are targets, not guarantees.

9.5 Your Lawyer is required by the Platform's terms to respond to a dispute through the Platform within five (5) Business Days (international lawyers: ten (10) Business Days). Failure to respond may result in suspension of Held Funds and may be treated as a breach of the Lawyer Terms.

10. Step 3: Escalate to a Regulator or Ombudsman

10.1 If You are not satisfied with Your Lawyer's response or the outcome of the Platform's dispute process, You may escalate Your complaint to the relevant regulatory body. The applicable escalation route depends on Your Lawyer's jurisdiction (see Part D).

11. External Payment Models

11.1 Where Your Lawyer offers a pricing model involving payment outside the Platform (a "scope-only" or "external payment" milestone): (a) no payment is processed through the Platform and no funds are held by Stripe; (b) the Buyer Protection Fee does not apply; (c) fee disputes are between You and Your Lawyer directly; (d) the Platform tracks milestones for project management purposes only; (e) the Platform's dispute process relating to Held Funds is not available, but You may still raise a complaint through the Platform's complaints channel and escalate to the relevant Regulatory Authority or the courts.

11.2 Where Your Lawyer offers an immediate release milestone (no escrow protection): (a) payment is released to Your Lawyer immediately upon processing and is not held by Stripe; (b) the Buyer Protection Fee does not apply; (c) if a dispute arises after payment has been released, the Platform cannot recall the funds; (d) Your remedies are against Your Lawyer directly (through their complaints procedure, the Regulatory Authority, or the courts).

12. AI Scope Script Complaints

12.1 The AI Scope Script is a technology output generated by the Platform's automated systems from a recorded Scoping Call. It does not constitute legal advice. If You believe the AI Scope Script inaccurately summarised the content of Your Scoping Call, this is a complaint about the Platform (Part C, clause 21). However, if Your Lawyer relied on an inaccurate AI Scope Script and this led to a flawed Milestone Proposal, scope of work, or legal advice, Your complaint about the resulting legal services is a complaint about Your Lawyer (Part B).

13. Complaints About Fees and Bills

13.1 Where You complain about Your Lawyer's fees or bills: (a) Your Lawyer must explain the basis of their fee and how the bill was calculated; (b) Your Lawyer must provide a detailed breakdown if requested; (c) Your Lawyer must inform You of any applicable statutory fee dispute mechanisms in the Delivery Jurisdiction (e.g. Solicitors Act 1974 assessment (UK), state bar fee arbitration (US)); (d) the Platform may freeze Held Funds pending resolution; (e) Your right to challenge the bill under applicable law is not affected by the Platform's dispute process.

14. Complaints About Qualification or Jurisdictional Overreach

14.1 If You believe Your Lawyer has advised on the law of a jurisdiction in which they are not qualified, You should: (a) raise the concern with Your Lawyer immediately; (b) raise a complaint through the Platform; and (c) file a complaint with the Regulatory Authority in Your Lawyer's jurisdiction. Advice given on the law of a jurisdiction in which a Lawyer is not qualified may be void, unenforceable, or unreliable, and You should not rely on it without obtaining independent advice from a lawyer qualified in that jurisdiction.

15. Complaints Where Your Lawyer Has Withdrawn

15.1 If Your Lawyer has withdrawn from Your matter, Your right to complain is not affected. In the UK, Your Solicitor must give reasonable notice, warn You of imminent deadlines, and return Your papers. In the US, Your Attorney must comply with Model Rule 1.16. International lawyers must comply with the withdrawal requirements of their jurisdiction. The Platform will assist You in finding an alternative practitioner.

16. Complaints Where the Client is a Law Firm

16.1 If You are a law firm that instructed another solicitor, attorney, or lawyer through the Platform on behalf of Your own client, and Your client (the underlying client) is unhappy with the instructed practitioner's work, the underlying client may have their own separate right to complain directly to the instructed practitioner, the Legal Ombudsman (UK, if eligible), the relevant state bar (US), or the relevant Regulatory Authority (international).

16.2 Where Your matter involves more than one solicitor, attorney, or lawyer (for example, because the first Lawyer referred part of the matter to a second Lawyer through the Platform), Your complaint should be directed to the Lawyer whose work You are unhappy with. Each Lawyer provides services independently and is responsible for their own work. The first Lawyer's complaints procedure may differ from the second Lawyer's. The Platform will assist You in identifying the correct complaint route for each Lawyer on the matter.

17. Possible Outcomes of a Lawyer Complaint Through the Platform

17.1 If a complaint about a milestone is resolved through the Platform's dispute process, the Held Funds for that milestone may be: (a) released in full to Your Lawyer; (b) released in part, with the remainder returned to You; (c) returned to You in full; (d) held pending further investigation or escalation. The outcome depends on the agreement between You and Your Lawyer, or (if no agreement) the applicable escalation route.

17.2 The Platform's complaint and dispute mechanism does not replace or override: (a) Your Lawyer's own internal complaints procedure; (b) Your right to file a regulatory complaint; (c) Your right to bring court proceedings; or (d) any applicable fee dispute mechanism.

18. Complaining After Funds Have Been Released

18.1 Release of Held Funds to Your Lawyer does not prevent You from: (a) using Your Lawyer's complaints procedure; (b) referring a complaint to the Legal Ombudsman (UK), the state bar (US), or the Regulatory Authority (international); (c) reporting to the SRA (UK) or equivalent; (d) bringing court proceedings; or (e) claiming under Your Lawyer's professional indemnity insurance. However, if Held Funds have already been released, the Platform cannot recall them through its internal process.

PART C - COMPLAINTS ABOUT THE eSolicitors PLATFORM

19. What You Can Complain About: The Platform

19.1 Part C applies where Your complaint is about the Platform's own technology and marketplace services, not about Your Lawyer's legal services. eSolicitors (Esol Corporation Limited) operates the Platform as a technology marketplace. The Legal Ombudsman (UK), the SRA (UK), and state bar disciplinary authorities (US) have no jurisdiction over the Platform itself, as the Platform is not an authorised person under the Legal Services Act 2007 (UK) and is not a law firm or licensed attorney in any jurisdiction.

19.2 Complaints about the Platform include (without limitation) complaints about: (a) the matching or recommendation algorithm (how You were matched with a Lawyer, the accuracy of match criteria, or the relevance of suggested Lawyers); (b) the Platform's website, mobile application, or technology infrastructure (downtime, bugs, errors, accessibility); (c) the AI Scope Script (accuracy of the automated summary generated from the Scoping Call recording); (d) the Scoping Call technology (video or audio quality, recording failures, scheduling errors); (e) the Platform's own fees and charges (Connection Fee, Compliance Verification Fee, Buyer Protection Fee, AI Consultation Fee, or any other Platform Service Fee); (f) payment processing by the Platform or Stripe (failed transactions, incorrect charges, delayed refunds of Platform fees); (g) Your Platform account (registration, login, profile, subscription tier, account suspension or termination); (h) the Confirmation Period mechanics (duration, notifications, the payment holding and release process); (i) Platform templates, the document workspace, file-sharing features, or the scheduling system; (j) Credibility Badges (accuracy, criteria, or display of trust indicators on Lawyer profiles); (k) the Platform's handling of a dispute or complaint (timeliness, fairness, communication); (l) data protection or privacy concerns relating to personal data held or processed by the Platform (as distinct from data held by Your Lawyer); (m) marketing communications, cookie preferences, or consent management; (n) the conduct, behaviour, or communication of the Platform's own staff or representatives; (o) accessibility, language, or the availability of the Platform in Your jurisdiction.

20. What Is Not a Complaint About the Platform

20.1 The following are not complaints about the Platform and should be directed to Your Lawyer under Part B: (a) the quality, accuracy, completeness, or timeliness of legal advice or legal work; (b) Your Lawyer's fees, bills, or costs (these are set by Your Lawyer, not the Platform); (c) Your Lawyer's failure to communicate, respond, or keep You informed; (d) Your Lawyer's failure to manage conflicts of interest, maintain confidentiality, or comply with professional conduct rules; (e) Your Lawyer's qualifications, regulatory status, or jurisdictional scope; (f) Your Lawyer's professional indemnity insurance or lack thereof; (g) any other matter relating to the professional conduct, competence, or behaviour of Your Lawyer.

21. How to Complain About the Platform

21.1 Contact the Platform directly using the details below. You may complain in writing, by email, or through the Platform's Help section.

21.2 Contact: eSolicitors (Esol Corporation Limited), 34-35 Hatton Garden, Unit 3a, Suite 6973, London, EC1N 8DX. Company number: 16927988. Website: www.esolicitors.com.

22. Platform Complaint Timescales

22.1 The Platform will acknowledge Your complaint within five (5) Business Days and aim to provide a substantive response within twenty (20) Business Days.

23. Possible Outcomes of a Platform Complaint

23.1 If Your complaint about the Platform is upheld or partially upheld, the Platform may: (a) apologise and explain what went wrong; (b) take corrective action (fix a technical issue, correct an account error, update information); (c) refund Platform Service Fees where appropriate (refunds of Platform fees are subject to the Platform's refund policy; refunds of Legal Fees are the responsibility of Your Lawyer); (d) escalate the matter internally to the Platform Chief Legal Officer (graham.clo@esolicitors.com); (e) change a process, policy, or system to prevent recurrence.

24. If You Are Not Satisfied with the Platform's Response

24.1 If You are not satisfied with the Platform's response to a complaint about its own service, You may: (a) request escalation to the Platform Chief Legal Officer (graham.clo@esolicitors.com); (b) use the court's online dispute resolution service (UK); (c) bring a claim in the county court (UK), state court (US), or the courts of the relevant jurisdiction (international); (d) report the Platform to the applicable consumer protection authority (e.g. Trading Standards (UK), the FTC or state attorney general (US), or the equivalent authority in Your jurisdiction); (e) lodge a complaint with the relevant data protection supervisory authority if the complaint relates to personal data (e.g. the ICO (UK), FTC (US), or the applicable data protection authority).

25. Refund of Platform Fees vs Legal Fees

25.1 The Platform can only refund its own Platform Service Fees (Connection Fee, Compliance Verification Fee, Buyer Protection Fee, AI Consultation Fee). The Platform cannot refund Your Lawyer's Legal Fees. If You are entitled to a refund of Legal Fees (whether through Your Lawyer's complaints procedure, a decision of the Regulatory Authority, or court proceedings), the refund is the responsibility of Your Lawyer. If Held Funds for the relevant milestone have not yet been released, the Platform may return them to You through Stripe.

PART D - ESCALATION ROUTES: REGULATORS, OMBUDSMEN, AND COURTS

26. Overview

26.1 This Part sets out the external complaint and escalation routes available to You, depending on the jurisdiction of Your Lawyer. These routes apply to complaints about Your Lawyer's legal services (Part B). They do not apply to complaints about the Platform (Part C).

27. England and Wales: Your Solicitor's Own Complaints Procedure

27.1 Your Solicitor is required by the SRA to have a written complaints procedure, to provide it to You at the outset, and to deal with Your complaint promptly and fairly. Ask for a copy if You have not received one.

28. England and Wales: The SRA

28.1 If You believe Your Solicitor has breached the SRA Principles or SRA Code of Conduct (for example, dishonesty, fraud, discrimination, or a serious failure of competence), You can report the matter to the SRA at www.sra.org.uk/consumers/problems/report-solicitor. For Barristers, report to the BSB at www.barstandardsboard.org.uk. Reporting to the SRA is separate from complaining to the Legal Ombudsman. Anyone can report, regardless of size or type.

29. England and Wales: The Legal Ombudsman

29.1 If Your Solicitor has not resolved Your complaint within 8 weeks, or has given You a final response You are unhappy with, and You fall within the eligible categories (see clause 3.1), You may escalate to the Legal Ombudsman. The Legal Ombudsman is free to use.

29.2 Time limits: You must contact the Legal Ombudsman within one year of the act or omission complained about (or within one year of when You should reasonably have known there was cause for complaint), and within six months of receiving Your Solicitor's final written response, and in any event within six years of the act or omission.

29.3 Contact: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. Telephone: 0300 555 0333. Website: www.legalombudsman.org.uk. Email: enquiries@legalombudsman.org.uk.

29A. Scotland: The SLCC

29A.1 If Your Solicitor or Advocate is qualified in Scotland, Your escalation route is the Scottish Legal Complaints Commission (SLCC). You should first try to resolve the complaint directly with Your Lawyer. If unresolved, submit Your complaint to the SLCC. The SLCC will determine whether it is a service complaint (which the SLCC investigates itself) or a conduct complaint (which is referred to the Law Society of Scotland or the Faculty of Advocates).

29A.2 Contact: SLCC, Capital Building, 12-13 St Andrew Square, Edinburgh, EH2 2AF. Telephone: 0131 201 2130. Website: www.scottishlegalcomplaints.org.uk.

29A.3 The SLCC can award compensation for service complaints, direct a reduction of fees, or require specific steps to resolve the matter. For serious misconduct by a Scottish solicitor, the Law Society of Scotland may refer the matter to the Scottish Solicitors' Discipline Tribunal, which can impose sanctions up to and including striking off.

29B. Northern Ireland: SCC and Law Society of Northern Ireland

29B.1 If Your Solicitor is qualified in Northern Ireland, service complaints are handled by the independent Solicitor Complaints Committee (SCC). You must first have used Your Solicitor's in-house complaints procedure. If unresolved, submit Your complaint to the SCC.

29B.2 Conduct complaints (including dishonesty, misuse of client money, failure to discharge undertakings) are handled by the Law Society of Northern Ireland.

29B.3 If You are dissatisfied with how the Law Society handled a conduct complaint, You may refer the matter to the Lay Observer for Northern Ireland. The Lay Observer oversees the Law Society's complaint-handling function and must receive complaints within six months of the Law Society's conclusion.

29B.4 Contact: Solicitor Complaints Committee, Law Society House, 96 Victoria Street, Belfast, BT1 3NL. Website: www.scc-ni.org. Law Society of Northern Ireland: www.lawsoc-ni.org. Telephone: 028 9023 1614. Lay Observer: www.layobserverni.com. Bar of Northern Ireland: Bar Library, 91 Chichester Street, Belfast, BT1 3JQ. Website: www.barofni.com.

30. United Kingdom: Dual-Regulated Solicitors

30.1 If Your Solicitor is dual-regulated and part of Your matter was provided under the authorisation of an Approved Regulator other than the SRA (for example, the Faculty Office for notarial services, IPReg for patent and trade mark attorney services, or the CLSB for costs lawyer services), the complaints route may differ for that part of the work. The Legal Ombudsman's jurisdiction may vary accordingly.

31. United States: State Bar Disciplinary Complaints

31.1 You may file a complaint with the disciplinary authority of the state in which Your Attorney is admitted. State bars can investigate complaints about: (a) incompetence; (b) neglect; (c) dishonesty; (d) conflicts of interest; (e) failure to communicate; (f) unreasonable fees; (g) mishandling of client funds in trust or IOLTA accounts; (h) other violations of the Rules of Professional Conduct. If substantiated, the bar can impose discipline ranging from a private reprimand to suspension or disbarment.

31.2 To find Your state's disciplinary authority, visit the ABA directory at www.americanbar.org or consult the state-by-state directory in the US Client Terms (clause 57A). The Platform will assist You in identifying the correct authority upon request.

31.3 State bar disciplinary authorities generally cannot order Your Attorney to pay compensation or refund fees. For financial remedies, You need to pursue a malpractice claim through the courts or a fee arbitration through the state bar (where available).

32. United States: Fee Arbitration

32.1 Many US state bars operate fee arbitration or fee dispute programmes. If Your dispute is primarily about the amount or reasonableness of Your Attorney's fees, this may be a faster and less costly alternative to court proceedings.

33. International: Regulatory Authority Complaints

33.1 If You have instructed a legal professional qualified outside the UK and US, the process for making a regulatory complaint varies by jurisdiction, but in general: (a) You submit a written complaint to the Regulatory Authority; (b) the Regulatory Authority assesses whether the complaint is within their jurisdiction; (c) if it is, they investigate (which may include requesting Your Lawyer's response, reviewing documents, and interviewing witnesses); (d) the Regulatory Authority may take disciplinary action (ranging from a warning to disbarment or striking off); (e) in some jurisdictions, the Regulatory Authority can order compensation; (f) the process can take several months to over a year; (g) the outcome is communicated to You in writing.

33.2 The Platform will assist You in identifying the correct Regulatory Authority and will provide contact details. The Platform will cooperate with any Regulatory Authority investigation.

34. Reporting Serious Misconduct

34.1 UK: For dishonesty, fraud, discrimination, or serious breaches, report to the SRA (www.sra.org.uk) or BSB (www.barstandardsboard.org.uk). For criminal conduct, also report to the police or Report Fraud (0300 123 2040, www.reportfraud.police.uk).

34.1A Scotland: For serious misconduct, report to the Law Society of Scotland (www.lawscot.org.uk) or, for advocates, the Faculty of Advocates (www.advocates.org.uk). All complaints should be submitted via the SLCC as the statutory gateway. For criminal conduct, report to Police Scotland or Report Fraud (0300 123 2040, www.reportfraud.police.uk).

34.1B Northern Ireland: For serious misconduct, report to the Law Society of Northern Ireland (www.lawsoc-ni.org) for conduct complaints, or the Bar of Northern Ireland (www.barofni.com) for barristers. For criminal conduct, report to the PSNI or Report Fraud (0300 123 2040, www.reportfraud.police.uk).

34.2 US: Report to the state bar disciplinary authority. For criminal conduct, report to local police, the FBI (www.fbi.gov), or the Internet Crime Complaint Center (IC3, www.ic3.gov).

34.3 International: Report to the Regulatory Authority in Your Lawyer's jurisdiction. For criminal conduct, report to the relevant law enforcement authority.

35. Court Proceedings

35.1 UK: County court for claims up to £100,000, High Court for larger claims. Small claims track available for claims up to £10,000. Your Solicitor is required to hold PII.

35.1A Scotland: Sheriff court for lower value claims, Court of Session for higher value claims. Simple Procedure available for claims up to £5,000. Scottish solicitors are required to hold PII through the Master Policy arranged by the Law Society of Scotland.

35.1B Northern Ireland: County court for lower value claims, High Court for larger claims. Small claims procedure available for claims up to £3,000. Northern Ireland solicitors are required to hold PII under Law Society of Northern Ireland requirements.

35.2 US: State court (small claims or general jurisdiction) or federal court. Statutes of limitation typically 1-6 years. Many malpractice attorneys work on contingency.

35.3 International: Court proceedings in the relevant jurisdiction. Jurisdictional rules, limitation periods, and procedures vary. Many jurisdictions require lawyers to hold PII, but this is not universal. If Your Lawyer does not hold PII, recovering compensation may be more difficult.

35.4 The Platform's dispute process and any complaint to a Regulatory Authority do not replace Your right to take legal action. You can appeal a Platform decision within 14 days.

36-40. Reserved

PART E - COMPENSATION AND CLIENT PROTECTION FUNDS

41. England and Wales: SRA Compensation Fund

41.1 If Your Solicitor has been dishonest or has failed to account for Your money, You may be able to claim from the SRA Compensation Fund. This is a fund of last resort - it does not cover all losses and is discretionary. Your Solicitor is required to tell You whether the Compensation Fund is available to You before You instruct them. More information: www.sra.org.uk/consumers/problems/compensation-fund.

41.2 The SRA Compensation Fund applies only to services provided under SRA authorisation. If Your Lawyer is a Barrister, the SRA Compensation Fund does not apply.

42. United States: Client Security Funds

41A. Scotland: Scottish Solicitors' Guarantee Fund

41B. Northern Ireland: Solicitors' Compensation Fund

42.1 Most US states operate a Client Security Fund (also called a Client Protection Fund). These reimburse clients who have lost money due to their attorney's dishonest conduct. These are funds of last resort with eligibility requirements and caps. They typically cover dishonest conversion (theft), not malpractice, negligence, or fee disputes.

42.2 To find Your state's Client Security Fund, visit the ABA directory at www.americanbar.org/groups/professional_responsibility/resources/client_protection or contact Your state bar.

43. International: Client Compensation and Protection Funds

43.1 Some jurisdictions outside the UK and US maintain client compensation or protection funds administered by the Regulatory Authority. Availability, eligibility, and scope vary significantly. Not all jurisdictions have such funds. The Platform will assist You in identifying whether such a fund exists.

44-46. Reserved

PART F - GENERAL PROVISIONS

47. Complaining Does Not Affect Your Other Rights

47.1 Raising a complaint under this procedure does not prevent You from pursuing any other remedy, including court proceedings, regulatory complaints, and claims on compensation funds. You can complain and take legal action at the same time.

48. Paying Does Not Stop You Complaining

48.1 Even if the Platform has already released payment, You can still use the complaints procedures described in this document.

49. Keep Records

49.1 Keep copies of all correspondence with Your Lawyer, including emails, letters, Platform messages, and notes of telephone conversations. These will be helpful if You need to escalate Your complaint.

50. Act Promptly

50.1 The Legal Ombudsman (UK) has strict time limits (one year from the act, six months from final response, six years longstop). US state bar authorities have limitation periods that vary by state. Statutes of limitation for malpractice claims vary (typically 1-6 years). International regulatory bodies and courts also have limitation periods. If You wait too long, You may lose the right to complain or bring a claim.

51. The Platform Cannot Give You Legal Advice

51.1 eSolicitors is a technology platform. For advice on Your rights, consult a qualified solicitor (UK), attorney (US), or lawyer in the relevant jurisdiction - which You can do through the Platform.

52. International Lawyers: Verification

52.1 The Platform does not validate or accredit the qualifications of international lawyers. You are encouraged to verify Your Lawyer's qualifications independently by checking the public register maintained by the Regulatory Authority in Your Lawyer's jurisdiction. The Platform will assist You in identifying the correct Regulatory Authority.

53. Data Protection Complaints

53.1 If Your complaint relates to the handling of Your personal data by the Platform, You may complain to the Platform under Part C and, if not satisfied, lodge a complaint with the relevant data protection supervisory authority (e.g. the ICO in the UK, the FTC in the US, or the applicable authority in Your jurisdiction). If Your complaint relates to the handling of Your personal data by Your Lawyer, You should raise it with Your Lawyer directly and with the applicable supervisory authority.

54. Cancellation and Cooling-Off Rights

54.1 Your statutory cancellation and cooling-off rights (where applicable under the Consumer Contracts Regulations 2013 (UK), the Consumer Rights Act 2015 (UK), or equivalent consumer protection legislation in Your jurisdiction) are not affected by these Terms or this Complaints Procedure.

55. Contact

55.1 eSolicitors (Esol Corporation Limited), 34-35 Hatton Garden, Unit 3a, Suite 6973, London, EC1N 8DX. Company number: 16927988. Website: www.esolicitors.com.

55.2 SRA ethics helpline (UK): 0370 606 2577. State bar ethics hotlines (US): contact Your state bar. Regulatory Authority guidance (international): contact the Regulatory Authority in Your Lawyer's jurisdiction.

PART G - QUICK REFERENCE TABLE

Concern Action UK route US route International route

Your Lawyer's work quality Complain to Lawyer, then Platform dispute, then escalate Solicitor → Legal Ombudsman (if eligible) Attorney → state bar Lawyer → Regulatory Authority

Your Lawyer's fees Raise dispute during Confirmation Period Solicitor, then Solicitors Act assessment Attorney, then state bar fee arbitration Lawyer, then Regulatory Authority (where applicable)

Dishonesty or fraud by Lawyer Report to regulator immediately SRA + police State bar + police/FBI Regulatory Authority + law enforcement

Lawyer lost or stole money Report to regulator, apply to fund SRA + Compensation Fund State bar + Client Security Fund Regulatory Authority + compensation fund (if available)

Lawyer advised on wrong jurisdiction Raise with Lawyer, Platform complaint, regulatory complaint SRA State bar Regulatory Authority

Platform matching/ algorithm Contact Platform directly eSolicitors eSolicitors eSolicitors

Platform fees/ charges Contact Platform directly eSolicitors eSolicitors eSolicitors

AI Scope Script error Contact Platform directly eSolicitors eSolicitors eSolicitors

Payment processing error Contact Platform directly eSolicitors eSolicitors eSolicitors

Platform account/ tech issue Contact Platform directly eSolicitors eSolicitors eSolicitors

Platform data/ privacy Contact Platform, then supervisory authority eSolicitors → ICO eSolicitors → FTC eSolicitors → applicable DPA

This Complaints Procedure is provided for information purposes only and forms part of the standard operating procedures of the eSolicitors platform. eSolicitors (Esol Corporation Limited) is a technology platform. It is not a law firm, is not regulated by the SRA, any US state bar, the Law Society, the BSB, the FCA, or any other legal regulatory authority in any jurisdiction, and does not provide legal advice or exercise any regulatory function. If You are unsure about Your rights or obligations, seek independent legal advice.