OUR COMPLAINTS POLICY
We are committed to providing a high-quality legal service to all our clients. When you become concerned or unhappy about the service we have provided, we need you to tell us about immediately, so we are able to resolve the problem and improve our standards and service.
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 full complaints procedure here. 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: [email protected]
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
1.06.20
Complaints Handling Procedure
OUR COMPLAINTS POLICY
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it so we are able to improve our standards and service.
OUR COMPLAINTS PROCEDURE
If you have a complaint, please contact us in writing with details at:
Mr S Sharma
J M Wilson Solicitors
299-301 Birchfield Road
Birmingham, B20 3BX
WHAT WILL HAPPEN NEXT?
- We will send you a letter acknowledging receipt of your complaint within 3 working days of receiving the complaint, enclosing a copy of this procedure.
- We will then investigate your complaint, this will normally involve our Client Care Partner, Sanjeev Sharma, reviewing your file and speaking to the member of staff who acted for you.
- Mr Sharma will then get in touch with you within 21 working days of the acknowledgement letter to tell you the outcome of the investigation.
If you are still not satisfied?
If you are still not satisfied, then you can refer your complaint to the Legal Ombudsman within 6 months from the date of our final outcome of your complaint. The Legal Ombudsman’s address and contact details are:
Legal Ombudsman,
PO Box 6806,
Wolverhampton,
WV1 9WJ
Tel: 0300 555 0333 email address: [email protected]