Introduction
At Personal Injury Solicitors London, operated by JF Law Limited (“we”, “us”, “our”), we are committed to providing a high standard of service to all our clients. If you are dissatisfied with any aspect of the service received, we encourage you to let us know. We treat complaints seriously and handle them promptly, fairly, and effectively.
JF Law Limited is authorised and regulated by the Solicitors Regulation Authority (SRA No. 619586).
This Complaints Policy explains how you can make a complaint, how it will be dealt with, and your options if you are not satisfied with the outcome.
How to Make a Complaint
If you wish to make a complaint, please contact us by post, email, or telephone using the details below:
Complaints Officer
JF Law Limited
info@jflaw.co.uk
Telephone: 0151 375 9916
Please provide:
- Your full name and contact details
- Full details of your complaint
- Your case or matter reference number, if applicable
- How you would like us to resolve your complaint
What Will Happen Next?
- Acknowledgement: We will acknowledge your complaint within three working days of receipt.
- Investigation: Your complaint will be investigated thoroughly. This may involve reviewing your matter file and speaking with the relevant staff member(s).
- Response: We aim to provide a full written response within 28 days. If we require more time, we will notify you and explain why.
- Resolution: If appropriate, we will propose remedial action or offer an apology.
We are committed to resolving complaints quickly and fairly.
What If You Are Not Satisfied?
If you remain dissatisfied with our final response, or if eight weeks have passed since your complaint was made and it has not been resolved, you may refer your complaint to the Legal Ombudsman.
The Legal Ombudsman investigates complaints about poor service provided by solicitors and can be contacted as follows:
Legal Ombudsman
Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Address: PO Box 6167, Slough, SL1 0EH
You must refer your complaint to the Legal Ombudsman:
- Within one year of the date of the act or omission you are complaining about; or
- Within one year of when you should reasonably have known there was cause for complaint; and
- Within six months of our final written response.
Complaints About Misconduct
If your complaint relates to a breach of the Solicitors Regulation Authority’s principles (such as dishonesty, discrimination, or losing your money), you may report the matter directly to the SRA.
Details about how to raise concerns can be found at: www.sra.org.uk/consumers/problems.
