Complaints Procedure:
At Legal Justice Solicitors we aim to provide a high quality professional service to all of our clients. If you dissatisfied with the service you have received, your views will be considered seriously and we will ensure that we respond promptly to any complaint, as we regard it as an opportunity to monitor and improve our quality of service. We would request that you:
- Raise any concerns about our service with the person who is handling your case, or with their supervisor. You will have been informed who their supervisor is in the letter you were sent at the start of your case.
- If you still have concerns regarding the issues you have raised and wish to make a formal complaint, please contact the complaints handling partner Ms Awrad Taha.
If for any reason Ms Taha is unable to deal with your complaint, or they are the person you are complaining about, you will be told who will be dealing with it instead.
What we will do following a complaint?
- We will contact you within 14 business days to acknowledge your complaint and to make sure that we have understood the issues which you have raised. If the matter is complex and we require further time to respond, we will contact you within the above timeframe to confirm an approximate timescale of when to expect a response.
- We are permitted a time scale of 8 weeks to fully investigate and respond to your formal complaint. We will however endeavour to deal with the complaint as quickly as possible and can often deal with the complaint in a shorter period than 8 weeks.
- Once the complaint has been investigated, we will write to you with our decision providing details of what action of any, is to be taken. If you are happy with the outcome of the investigation, then we will record the complaint as resolved.
If you are not satisfied with the outcome of our investigation into your complaint, you have the right to have your complaint investigated by the Legal Ombudsman (LeO), which is a fully independent body with official powers to resolve customer complaints about legal services.
They can be contacted:
- By telephone on 0300 555 0333
- By post at PO Box 6086 Wolverhampton WV1 9WJ
- By email: enquiries@legalombudsman.org.uk
However, please be aware that the Ombudsman will not normally become involved unless you have given us the opportunity to deal with your complaint through our own procedures in the first instance.
The LeO expects complaints to be made to them within six years from the date of the act/omission about which you are concerned, or three years from when you should have known about the complaint. The Legal Ombudsman will usually only consider a complaint if our internal complaints procedure has been exhausted within the last six months.
