Complaints Policy

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our complaints procedure (see below). Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority.

What do to if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:-

  • Within six months of receiving a final response to your complaint
    and
  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Complaints procedure

We are committed to maintaining the highest professional standards and providing a high quality legal service to all our clients. A complaint can show us how to do better. If something goes wrong, we want to know about it and put it right as quickly as we can.

If you want to make a complaint, please contact our complaints manager and sole principal Mr Julian Mark Lee by telephone 01798 872100, email julianlee@jml-law.co.uk or post Sandy Lodge, London Road, Coldwaltham, West Sussex RH20 1LR. If you have special needs which we should take into account due to language or disability, please let us know. If you do need to complain, we will deal with it according to our complaints procedure.

The aim of the formal complaints process is to resolve a problem to the satisfaction of the person making the complaint.

Complaints process timetable

ActionTimescale
Acknowledge the complaint in writing and send a copy of the complaints procedureWithin two working days
Invite you to a meeting or to discuss the issues by telephoneWithin two working days
Confirm the outcome of the meeting or telephone conversation in writingWithin three working days of the meeting/telephone conversation
Investigate the issuesWithin 14 days of receiving the complaint
If a meeting/telephone discussion is not possible or required: investigate the issues
Write to you with the outcomeWithin 21 days
Review and close the complaintWithin 8 weeks of receiving the complaint

 

If you do not agree with the outcome of our complaints process, you can then complain to the Legal Ombudsman. Complaints to the Legal Ombudsman must usually be made within six months of our final response to your complaint.

The Legal Ombudsman can investigate complaints for up to six years from the date a problem occurred or within three years from when you found out about the problem.

Information

Julian M Lee is an accredited member of Solicitors for the Elderly
JML Law is a regional member of the Certainty National Wills Register
JML Law is authorised and regulated by the Solicitors Regulation Authority (SRA number 614498)

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