We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you feel this cannot be done you may wish to contact the head of the department within which the person working on your case is based. In most cases helpful and constructive communication can resolve most issues.
When considering making a complaint you should consider whether you dissatisfaction arises as result of our actions (things which we can control relating to our service), or if in fact the dissatisfaction is with an outcome or result of a case or transaction or a third parts actions / inactions. Please note that dissatisfaction with an outcome does not necessarily mean our service has been unsatisfactory and we would urge you to consider this prior to making a complaint. In some cases where outcome is the root of dissatisfaction we might be best placed to help you look into the outcome (e.g. a case in which an appeal could be made). Making a complaint will not affect how we handle your case, but unfortunately in some cases we have to put a hold on our work (if ongoing) whilst a complaint is being investigated.
If you would like to make a formal complaint, then should follow our full complaints procedure below.
If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. So that we can best deal with your complaint it would be very helpful for your complaint to be in writing and set out clearly:
Please address your complaint to:
The Complaints Director, James Legal Solicitors, Planet House, Hedon Road, Hull, HU9 2RJ and at firstname.lastname@example.org
If we have to change any of the timescales above, we will let you know and explain why.
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9.00 to 17.00.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
James Legal is the trading name of James Legal Limited of Planet House, 2 Woodhouse Street, Hedon Road, Hull, HU9 1RJ registered in England and Wales (CRN 6837013). The names of our Directors is available for inspection at our offices. VAT Registration number 970 9396 74. ICO registration number is ZA018952. James Legal is regulated by the Solicitors Regulation Authority (Hull SRA No. 510398 & Beverley SRA No. 664876). The Solicitors Code of Conduct can be accessed via the Solicitors Regulation Authority website.