This process for complaints is strictly for the use of our customers. Please see the separate non-client complaint procedure below if you are not a customer of the firm and are disappointed with our actions.
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.
What happens next?
If you have a complaint:
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. If you would like to make a formal complaint, then please contact Asead Yakoob who will be responsible for dealing with clietn care issues. You can contact him by post at Jacobs Law Solicitors, Jacobs House, 180 Soho Hill, Birmingham, B19 1AG, via email at firstname.lastname@example.org or by telephone on 0121 551 2189. Making a complaint will not affect how we handle your case.
On receipt of a complaint:
We will immediately acknowledge receipt of your complaint.
We will ensure that your complaint is investigated by an adequately trained and senior person.
We will thoroughly investigate your complaint and provide you with a detailed response, including the decision reached as soon as reasonably possible and, in any case, within 28 days of receipt of your complaint. If it is not possible to respond within 28 days, the reasons for this will be communicated to you and you will be issued with a further deadline for a final reply of no more than 8 weeks from the date of the complaint.
If you are dissatisfied with the outcome:
At this stage, if you are still not satisfied, you should contact us again and we will arrange for a Director who has not had any dealings with your matter to review the initial decision.
Within 28 days of receiving your application for a review, we will write to you confirming our final stance on your complaint and describing our reasons.
What to do 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
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.
Call: 0300 555 0333 between 9.00 to 17.00.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.