We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service our Firm have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.
The Solicitors Regulation Authority can help you 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.
You can raise your concerns at any time with the Solicitors Regulation Authority by either:
Completing the form available from the SRA’s website: https://www.sra.org.uk/consumers/problems/report-solicitor
Or by sending an e-mail to: email@example.com
The SRA’s telephone contact centre is not currently available.
AJS Complaints Procedure
If you are not satisfied with the service you have received by our firm, we ask that all complaints are kindly sent to us in writing via post or email to firstname.lastname@example.org.
Once your complaint is received in writing, we will investigate the matter further. This will normally involve passing your complaint to the Supervisor and Fee Earner who has/had the conduct of your case. Our Office Manager will review your file with the Senior Partner of the firm and speak to the member of staff who acted for you and will revert with a response or may ask further questions to enable us to resolve your complaint amicably and we will follow the below processes:
1. Our Office Manager will then contact you in order to discuss your complaint if necessary and on the basis that he/she does not understand any aspect of your claim or require further information. If necessary, they will invite you to a meeting to discuss and hopefully resolve your complaint. They will do this within 14 days of sending you the acknowledgement letter.
2. Our Office Manager will then send you a detailed written reply to your complaint, including our suggestions for resolving the matter (or any solutions that has been agreed with you) within 21 days of sending you the acknowledgement letter.
3. At this stage, if you are still not satisfied, you should contact us again and we will arrange for your complaint to be investigated further by the Senior Partner of the firm.
4. 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.
If we have to change any of the timescales above, we will let you know and explain why.
Contacting the Legal Ombudsman
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves and you qualify under the Scheme Rules (eg individuals and micro businesses). 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
* No more than six years from the date of act/omission; or
* No more than three years from when you should reasonably have known there was cause for complaint.
You can refer your complaint to the Legal Ombudsman if it has not been resolved within 8 weeks of your complaint first being made, whether you initially made the complaint verbally or in writing.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Alternative Dispute Resolution Schemes
Alternative complaints bodies (e.g. Promediate) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
However, we don’t currently agree to use this Alternative Dispute Resolution service in view of the availability of the independent Legal Ombudsman Service established under the Legal Services Act 2007. We are bound by our Regulatory Code to comply with the Legal Ombudsman.
Contracts Entered Into Online
If we are unable to resolve your complaint which relates to a contract entered into online, you may contact the Online Dispute Resolution providers by accessing the following link: http://ec.europa.eu/consumers/odr