At JF Law, we are dedicated to delivering exceptional service to our clients. However, we understand that occasionally issues may arise. To address any concerns, we have established a straightforward and efficient complaints procedure, enabling you to provide feedback and allowing us to enhance our services.
Understanding the Complaints Process
If you are dissatisfied with any aspect of our service, please notify us promptly. Early communication often allows us to resolve issues swiftly, potentially negating the need for a formal complaint.
Should we be unable to resolve your concern internally, you have the option to refer your complaint to the Legal Ombudsman, an independent body that investigates service-related complaints against legal professionals. Further details are provided below.
How to Submit a Complaint
If you have a concern or complaint, please contact us at your earliest convenience. You can reach us as follows:
FAO: Samantha Skubic
JF Law Ltd
Unit 35
Champion European Suites
6 Arrowe Brook Road
Upton
Wirral
CH49 0AB
Tel: 0151 375 9916
Email: Info@jflaw.co.uk
Our Complaint Resolution Process
Acknowledgment: Upon receiving your complaint, we will acknowledge receipt within five working days. This acknowledgement will include the name of the individual responsible for handling your complaint, typically our Director and Solicitor, Samantha Skubic.
Investigation: We will conduct a thorough investigation, which involves reviewing your case file and consulting with the staff member(s) involved.
Response: Within 28 days of our acknowledgement letter, we will provide a detailed response outlining our findings and, if applicable, propose solutions to address the issue.
Further Steps: If you remain dissatisfied with our response, please inform us, specifying the reasons for your continued concerns. You may also request a review of your complaint.
Final Position: Within 14 days of receiving your request for a review, we will communicate our final position on your complaint, including a detailed explanation.
External Review: If you are still not satisfied, you may refer your complaint to the Legal Ombudsman at:
Legal Ombudsman
PO Box 6167
SLOUGH
SL1 0EH
Tel: 0300 555 0333
Complaints to the Legal Ombudsman should typically be made within one year of the date of the issue or from when you became aware of the concern. Additionally, you must refer your complaint to them within six months of receiving our final written response. More information is available at www.legalombudsman.org.uk.
If we need to adjust any of the timeframes mentioned above, we will inform you promptly, providing reasons for the changes.
Reporting to the Solicitors Regulation Authority (SRA)
If your concern pertains to our professional conduct, such as discrimination or unethical behaviour, you may contact the Solicitors Regulation Authority. More information on raising such concerns is available on their website.
Your feedback is invaluable to us, and we are committed to resolving any issues to continually improve our services.
