Complaints Policy

We are committed to providing high-quality legal services to all our clients. When something goes wrong, we need you to tell us about it. This helps us to improve our standards and resolve the issue for you.

How to Contact Us

If you have a complaint, please provide the details to us via 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

Our Complaint Process: What Happens Next?

  1. Acknowledgment: We will send you a letter acknowledging your complaint within 5 business days, enclosing a copy of this procedure.

  2. Investigation: We will investigate your matter by reviewing your file and speaking with the staff member involved.

  3. Discussion: Within 14 days of our acknowledgment, we will invite you to a meeting (or telephone call) to discuss and resolve the issue.

  4. Confirmation: Within 5 business days of that discussion, we will write to you to confirm the agreed solution.

  5. Written Response: If no meeting is held, we will send a detailed written reply within 21 days of our acknowledgment.

  6. Reconsideration: If you remain dissatisfied, contact us again. We will reconsider the complaint and may arrange an independent review or mediation.

  7. Final Position: We will write to you within 14 days of a review request to confirm our final position and reasoning.

The Legal Ombudsman

We have up to eight weeks to resolve your complaint. If you remain dissatisfied after our final response or the eight-week period has passed, you may contact the Legal Ombudsman:

  • Address: PO Box 6167, Slough, SL1 0EH

  • Telephone: 0300 555 0333

  • Email: enquiries@legalombudsman.org.uk

Time Limits:

  • You must refer the complaint to the Ombudsman within six months of our final response.

  • The Ombudsman expects complaints within one year of the issue occurring (or one year from when you became aware of it).

Concerns About Our Behaviour

If your concern relates to our professional behavior—such as dishonesty or unfair treatment—the Solicitors Regulation Authority (SRA) can help.