Complaints Procedure and Policy

Law and Justice Solicitors is committed to providing high-quality legal services to all our clients. If something goes wrong, we need you to tell us. This helps us to improve our standards and resolve the issue for you as quickly as possible.

How to Make a Complaint

If you have a complaint, please contact us by any of the following methods:

  • By Post: The Managing Director, Law and Justice Solicitors, 76 Franchise Street, Wednesbury, WS10 9TU
  • By Email: info@lawandjusticesolicitors.co.uk
  • By Phone: 0121 792 1703

What Happens Next

  1. Acknowledgment: We will write to you acknowledging your complaint within 5 business days, enclosing a copy of this procedure.
  2. Investigation: We will investigate your complaint by reviewing your file and speaking with the member of staff involved.
  3. Discussion: Within 14 days of our acknowledgment, we will invite you to a meeting or telephone call to discuss and resolve the matter.
  4. Confirmation: Within 5 business days of that discussion, we will write to you confirming the outcome and any agreed solution.
  5. Written Response: If no meeting is held, we will send you a detailed written response within 21 days of our acknowledgment letter.
  6. Reconsideration: If you remain dissatisfied, please contact us again. We will reconsider your complaint and may arrange an independent review or mediation.
  7. Final Position: We will write to you within 14 days of any review request confirming our final position and our reasons.

The Legal Ombudsman

We have up to eight weeks to resolve your complaint. If you remain dissatisfied after our final response, or if eight weeks have passed without resolution, you may refer your complaint to the Legal Ombudsman.

To make a complaint to the Legal Ombudsman please visit: www.legalombudsman.org.uk/how-to-complain

  • Address: PO Box 6167, Slough, SL1 0EH
  • Telephone: 0300 555 0333
  • Email: enquiries@legalombudsman.org.uk

Time Limits:

  • You must refer your complaint to the Legal Ombudsman within six months of receiving our final response.
  • The Legal Ombudsman expects complaints to be referred within one year of the issue occurring, or within one year of when you became aware of it.

Concerns About Our Professional Behaviour

If your concern relates to our professional behaviour, such as dishonesty, taking or losing your money, or treating you unfairly, you may report this to the Solicitors Regulation Authority (SRA).

  • Website: Report a concern to the SRA
  • Address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
  • Telephone: 0370 606 0102

Your Right to Complain

Law and Justice Solicitors is authorised and regulated by the Solicitors Regulation Authority (SRA No. 626650). We take all complaints seriously and aim to resolve them fairly, promptly, and free of charge.

For more information about your rights please visit www.legalombudsman.org.uk