Our Complaints Policy

We are committed to providing a high quality legal services to all our clients. When something goes wrong and you are dissatisfied with the service we have provided we need you to tell us about it. This will help us to improve our standards and the service that we offer. We value you and would not wish to think you have any reason to be unhappy with us.

Please note that all firms of Solicitors are obliged to attempt initially to resolve problems within the firm, it is therefore important that you immediately raise your concerns with us. Should there be any aspect of our service or our charges with which you are unhappy, please raise your concern in the first place with the person responsible for your work. In the unlikely event that you have any concern or complaint that you are unable to resolve (or would prefer not to speak about) with the person responsible for your work then you should contact our Complaints Handler, Beth Field. In the event the complaint is regarding Beth then Hayley Pearson will be the Complaints Handler who will investigate the complaint. Please note that it may be necessary to adjust the time scales within this policy but this would be discussed and agreed with you.

What will happen next?

The complaint should be made in writing to Beth Field at Wesley House, 1 Lora Courtyard, Wykeham, Scarborough, YO13 9QP or beth.field@jlmsolicitors.co.uk. We will send you a response acknowledging receipt of your complaint within 3 working days of receiving it. We will enclose a copy of this procedure.

We will then investigate your complaint. This will normally involve our Complaints Handler, Beth, reviewing your file and speaking with the member of staff who acted for you. Beth will conduct a thorough investigation of the circumstances regarding your complaint.

Within 14 days of sending you the acknowledgment letter, if appropriate, Beth will invite you to a meeting to discuss and hopefully resolve your complaint.

Within 3 working days of the meeting, Beth will write to you to confirm what took place and any solutions she has agreed with you.

If you do not want a meeting, or a meeting is not possible, then Beth will send you a detailed written reply to your complaint within 21 days of sending you the acknowledgement letter. This will include her suggestions for resolving the matter.

At this stage, if you are still not satisfied, you should contact us again within 14 days of receiving the written response and we will review the matter and consider any alternative action, should this be appropriate. This may be a review of our decision by another local Solicitor or a referral to an independent mediator. 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 the matter is not settled, then, if appropriate, we will provide details of an alternative dispute resolution (ADR) approved body who would be competent to deal with the complaint.

If you remain dissatisfied and a period of 8 weeks has elapsed from when your complaint was made then, providing your complaint relates to the service provided to you or our charges, you can refer the matter to the Legal Ombudsman (LeO) at the following address:

Legal Ombudsman
PO Box 6167

Telephone number: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

You must refer your complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint and within 1 year of the problem you are complaining about happening or 1 year from when you found out about the problem.

In the event your complaint is about your bill then you may also have the option of applying to the Court for an assessment under Part III of the Solicitors Act 1974. However, please note if all or part of the bill remains unpaid this firm may be entitled to charge interest.

If the complaint relates to a breach of the SRA Code of Conduct you can refer the matter to the Solicitors Regulation Authority at the following address:

Solicitors Regulation Authority
The Cube
199 Wharfside Street
B1 1RN

Telephone number: 0370 606 2555
Email: contactcentre@sra.org.uk
Website: www.sra.org.uk/consumers/problems/report-solicitor