Complaints Handling
We are committed to providing a high standard of service. If you are unhappy with any aspect of our service or our charges, you have the right to complain.
How to Make a Complaint
If you have a concern, please contact the person handling your matter in the first instance. Many issues can be resolved quickly at this stage.
If you would prefer to make a formal complaint, please contact:
Sophie Calado
Director
JSC Legal Limited
You may raise your complaint in writing or verbally.
What Happens Next
Your complaint will be:
-
Acknowledged promptly
-
Investigated fairly and independently where possible
-
Dealt with promptly, fairly and free of charge
We will tell you how your complaint will be handled and the timescale for providing an initial and substantive response.
Legal Ombudsman
If you remain dissatisfied after receiving our final response, you may refer your complaint to the Legal Ombudsman.
If you wish to refer your complaint to the Legal Ombudsman, you must do so within one year of the act or omission about which you are complaining, or within one year of the date when you should reasonably have known there was cause for complaint. The Legal Ombudsman also requires that complaints are referred to them within one year of our final response to your complaint. The Legal Ombudsman can be contacted at www.legalombudsman.org.uk or by telephone on 0300 555 0333.
Complaints to the SRA
If your concern relates to professional conduct rather than service, you may contact the Solicitors Regulation Authority (SRA).
The SRA regulates solicitors and law firms and can be contacted at:
-
Website: www.sra.org.uk
-
Telephone: 0370 606 2555
Examples of issues the SRA may deal with include dishonesty, breaches of confidentiality, or discrimination.
Further Information
A copy of our full Complaints Handling Procedure is available on request.