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.
Discuss things first
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.
Please put it in writing
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:
- Who within our organisation dealt with your matter / advised you?
- What sort of case or matter it was?
- What exactly you are not happy with and why?
- What your desired outcome to you complaint would be?
Please address your complaint to:
The Complaints Director, James Legal Solicitors, Planet House, Hedon Road, Hull, HU9 2RJ and at firstname.lastname@example.org
What Happens next?
- We will send you a letter (or email) acknowledging receipt of your complaint within 7 working days of our receiving the complaint, enclosing a copy of this procedure unless we have already given it to you.
- We will then investigate your complaint. This will normally involve passing your complaint to the relevant Head of Department or a Director (Complaint Director). This Complaint Director will review your matter file and speak to the member/s of staff who acted for you. We aim to ensure this investigation process takes no more than 28 days.
- We will then either write to you with our initial findings (see point 5 below) or invite you to a meeting (if convenient to you) to discuss and, it is hoped, resolve your complaint. We will do this within 10 days of completion of the investigation.
- Within three days of the discussion (if applicable), we will write to you to confirm what took place and any solutions agreed with you.
- Where there is no meeting: for example: if you did not want a meeting or it is not possible or a meeting did not occur for any other reason, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 10 days of completing our initial investigation.
- At this stage, if you are still not satisfied, you should contact us again in writing to explain clearly and concisely why you remain unhappy with our response and we will review your comments.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If we have to change any of the timescales above, we will let you know and explain why.
What to do if we cannot resolve your complaint
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:
- Within six months of receiving a final response to your complaint
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
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
What to do if you are unhappy with our behaviour
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.