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:
If you believe that we have behaved dishonestly, illegally, in breach of the SRA’s principles, or for some other reason you are dissatisfied with our conduct and you are not a client of this firm, you should raise the subject of your complaint with the person with whom you are dealing, or against whom the complaint is made. If you would like to make a formal complaint, then please contact Asead Yakoob. You can contact him by post at Jacobs Law Solicitors, Jacobs House, 180 Soho Hill, Birmingham, B19 1AG, via email at asead@jacobslaw.org or by telephone on 0121 551 2189.
The time limits for bringing a complaint to our attention are within one year of the event giving rise to your complaint, or within one year of you becoming aware of the circumstances giving rise to it, whichever is the later. If you wish to complain about our service after the expiry of these time limits you may still be able to make a complaint directly to the Legal Ombudsman, but we will not be obliged in those circumstances to consider your complaint under this procedure and you should contact the Legal Ombudsman to establish whether your complaint falls within the scope and time limits of the Legal Ombudsman’s scheme.
We will let you know within 14 days of receipt of your complaint in writing how and in what timescale we propose to deal with your complaint depending on its nature, and in most circumstances we would expect that timescale not to exceed 28 days. At any stage if you are unhappy with the way in which we deal with your complaint you may ask the Legal Ombudsman and/or the SRA whether they will investigate your complaint. If you are legally represented in the matter giving rise to your complaint please note that we will only correspond with your solicitor.
We will let you know within 14 days of receipt of your complaint in writing how and in what timescale we propose to deal with your complaint depending on its nature, and in most circumstances we would expect that timescale not to exceed 28 days. At any stage if you are unhappy with the way in which we deal with your complaint you may ask the Legal Ombudsman and/or the SRA whether they will investigate your complaint. If you are legally represented in the matter giving rise to your complaint please note that we will only correspond with your solicitor.
We will deal with your complaint for no charge. You will remain liable for any outstanding invoices, and unless Asead Yakoob agrees in writing, payment must still be made.
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 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
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.