Our complaints policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the details.
• By post: The Managing Director, Law and Justice Solicitors, 76 Franchise Street, Wednesbury, WS10 9TU
• By email: email@example.com
• By phone: 0121 792 1703
We have up to eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within 5 business days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve a review of your matter file and speaking to the member of staff who acted for you.
3. Within 14 days of sending you the acknowledgement letter, we will then invite you to a meeting to discuss and hopefully resolve your complaint. If you do not want a meeting or it is not possible, we may instead offer you a chance to discuss the matter by telephone.
4. Within 5 business days of the meeting, or any telephone conversation we have with you instead of a meeting, we will write to you to confirm what took place and any solutions we have agreed with you.
5. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will reconsider your complaint and if need be, arrange for the matter to be reviewed by an appropriate alternative, such as another, local solicitor or a third-party mediator.
7. 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.
8. If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint. For further information, you should contact the Legal Ombudsman as follows:
• In writing: The Legal Ombudsman PO Box 6806, Wolverhampton WV1 9WJ
• By telephone: 0300 555 0333
• By email: firstname.lastname@example.org.
9. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern.
10. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
11. If we have to change any of these timescales we will let you know and explain why.