Complaints Procedure

We are here to represent you the best way possible that we can. Your needs are our priority and should always be met.

We realise that when seeking legal representation for any type of legal case that this may be an anxious time. No one wants or chooses to have to go through any type of legal proceedings but if incidents should arise which causes people to seek legal advice then they should receive a service that caters for their requirements. However there are occasions when clients are not totally happy with the service they receive. On the whole our solicitors work around the clock to ensure that client’s cases receive their maximum potential and that the case gets 100% attention. We will at all times ensure to investigate a clients complaint thoroughly to ensure that we are completely happy that we have provided the client with a service that we are satisfied with.

Clients who are happy to make the complaint to the legal team handling their case can do so by written complaint or voice their concerns personally. If the team handling their case receives the complaint themselves then their worries and concerns are more likely to happen at a much more rapid rate and a resolution is likely.

If you prefer not to take the matter up with their legal team or their team cannot resolve the problem then you can take your complaint to the complaints team who will be more than happy to set up a case for complaint. The complaints team will hear the your case and investigate your concerns liaising between you and the legal team to build up a picture of how the case has been handled and ultimately try to resolve the complaint being made.

Making a Formal Complaint

The complaints team will review the case and hear both from the client and the legal team by liaising between the two and if still at this point no common ground is met and the problem is not resolved then a formal written complaint is needed.

By making a formal written complaint you are not in any way jeopardising your case, the case if you so wish will still be represented by us unless you would not want it to be. It will still receive the same service as all our cases do and we will continue to pursue your case with maximum attention.

To make a formal complaint please send a written complaint to the following address:

JF Law Ltd.
Champion European Suites,
6 Arrowe Brook Road,
Upton,
Wirral,
CH49 0AB.

Telephone: 0151 375 9916
Email: jan@jflaw.co.uk

This firm is committed to high quality legal advice and client care. However, if you are unhappy with any aspect of the service we have provided for you, and your file handler has not been able to resolve the issue to your satisfaction, then please write in the first instance to Mrs. Janet Cruise, at JF Law Solicitors Ltd., Champion European Suites, Arrowe Brook Road, Wirral CH49 OAB with details of your concerns.

If you would prefer to email (our preferred method of contact) then please email jan@jflaw.co.uk. Mrs. Cruise is a Solicitor and Director at JF Law.

Please detail what aspect of our service you are not happy with and clearly outline what your complaints are and how you would like them resolved (if possible).

Mrs. Cruise will get back to you within 7 working days of your initial complaint. If we need longer to resolve the issue then Mrs. Cruise will advise you of this.

We hope that we can work together to resolve your complaint satisfactorily. Our business thrives on repeat work and recommendations and the last thing we would want is an unhappy Client. We hope therefore that we can work together to reach an outcome you are happy with.

However, if despite our best efforts the matter cannot be resolved to your satisfaction then after exhausting our complaint’s procedure you can write to the legal ombudsman;-

Complaints Procedures

When formal complaints are made they are logged as soon as they are received and the client is notified within 48 hours of the complaint being received and logged.

The complaint will now be heard by the Customer Service Team and a formal investigation will be made and documented. If additional information is needed to back up your complaint then we will ask for you to provide this.

Once the investigation has been conducted and the relevant information has been gathered we will then come to a conclusion to how we feel the complaint should be further handled and as to whether the complaint was valid. We will write to you within 28 days to tell the client of the decision and how best to move forward.

If you the client are not satisfied with the written response sent by the Customer Service Team it is possible to come in and speak to our team and have the case reviewed. You can have different aspects of the case looked in to more thoroughly and any further evidence the client has can be looked over.

The case will be passed to the director who will review the complaint in question and give an overall decision as to how the case has been handled and will be further handled.

External Assistance

It is possible to get further assistance and guidance from the Legal Ombudsman who can independently investigate the your case.

Address: PO Box 6806, Wolverhampton, WV1 9WJ
Website: www.legalombudsman.org.uk
Email: Enquiries@legalombudsman.org.uk
Telephone: 0300 555 0333

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.

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