Complaints Procedure

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  • Complaints Handling Written Procedure: J&L is committed to constantly maintaining the Quality of Service it provides. Client feedback and complaints are extremely important to us, and they tell us how well our service is meeting clients’ expectations and provide information that could lead to improvements to our service. Whenever a file is opened the client will be sent a client care letter which will indicate how and to whom the client should complain. Where a client is given one-off advice (e.g., over the telephone) a file would not be opened. In this instance, the client will be advised about whom to approach if they are dissatisfied with the service provided. A complaint is defined as any statement of dissatisfaction made by a client or third party regarding the service we provide and may relate to the conduct of members of this practice or third parties whom we have instructed or engaged. The practice has a Complaints Handling Procedure and one of the Directors, Mr Kashif Majeed or Mr Raman Purewal, is responsible for complaints handling.

 

  • Complaints Procedure: J&L’s complaints procedure has been compiled with strict adherence to the guidelines set by the SRA. J&L has a written complaints procedure which is detailed hereunder and all complaints are handled promptly, fairly, openly and effectively in accordance with it.
    • Clients will be informed in writing i.e., when issued with a client care letter, that they are entitled to complain if they are not happy with the service provided and who they should complain to. They should also be advised that the firm has a complaints procedure, a copy of which is available upon request.
      o Clients and third parties should be treated courteously and never discouraged from making a complaint.
      o Clients can make their complaint in person, by telephone or in writing, either by letter or email.
      o Clients should ensure that they clearly explain the nature of the complaint, describe the facts and events relating to it, and what loss they may have incurred as a result.
      o If a member of staff receives a complaint in person or by telephone it must be recorded and passed to Mr Kashif Majeed.
      o If the complaint is received in writing, the letter or email must be passed to Mr Kashif Majeed or Mr Raman Purewal.
      o All correspondence should be marked ‘Private and Confidential’.
      o Clients should be aware that a complaint could include one about the bill they receive.
      o If a client makes a complaint, they will be contacted in writing and told how the complaint will be handled, who will be handling the complaint, and the timescales within which they will be given an initial and/or subsequent response.

 

  • The Complaints Handler will: –
    • Acknowledge the complaint in writing within seven working days.
    • Call for the case file if relevant, investigate the complaint, identify the cause of the complaint and respond to it, documenting the action taken.

 

  • Record the complaint on the Central Register (where the complaint material will be held)
    • Report the outcome in writing to the person making the complaint within 6 weeks.
    • If the client is not satisfied with the conclusion of the complaints process, they will be told of their right to complain to the Legal Ombudsman, the timeframe for doing so, and full details of how to contact the Legal Ombudsman

 

  • Limitation Period – According to the Scheme Rules, which came into effect on 1 st April 2023, the Legal Ombudsman will look at a complaint if it meets the following criteria:
    • It happened within 1 year of the problem happening; or
    • It happened 1 year from when you found out about it.
    • You refer the complaint to the Legal Ombudsman within 6 months of our final response to you.

 

  • Legal Ombudsman: PO Box 6806, Wolverhampton, WV1 9JW. Tel: 0300 555 0333 Email: enquiries@legalombudsman.org.uk For more information, you can also visit the Solicitors Regulation Authority website at www.sra.org.uk The Ombudsman is not able to consider a complaint unless it has first been investigated by J&L. Clients will not be charged for the cost of handling their complaint in relation to services received from J&L or a third party appointed by J&L.

 

  • Complaint to the Solicitors Regulation Authority – The Solicitors Regulation Authority does not investigate complaints about poor service but does investigate allegations of dishonesty or discrimination (being treated unfairly or differently because of factors such as disability, race, religion or belief, sex or sexuality). Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

 

  • Training – All employees will receive training on the requirements of this policy, including regular training for our existing employees, any new employees at induction, and updates following any changes to the policy.

 

  • Monitoring and review – Raman Purewal is responsible for this policy. All employees must be aware of and adhere to it. You may be liable to disciplinary action if you fail to comply with the provisions of this policy or related policies and procedures. We will review this policy regularly, at least annually. We will provide information and/or training on any changes we make.