Complaints Policy

Complaints Procedure

Our aim is to offer to all clients an efficient and effective service at all times. We hope and expect that you will be pleased with the work we do for you. However, if any difficulties do arise during the case (whether in respect of any aspect of the service you have received or about a bill) please contact the solicitor with conduct of your case in the first instance. If, together, you cannot resolve any concerns raised, you may raise the matter with either Rebecca Gardiner or David Josiah-Lake of this firm, who can respectively be contacted at rebecca@j-lg.com and david@j-lg.com .

If you are not satisfied with our handling of your complaint, you can ask the SRA: http://www.sra.org.uk/consumers/problems/report-solicitor.page or the Legal Ombudsman: www.legalombudsman.org.uk) to consider the complaint. You will need to do so within six months of receiving a final written response from us about your complaint. See below.

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 and
• No more than six years from the date of act/omission
• 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.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

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.