Complaints Procedure
Complaints Handling Procedure
At JJ Law Chambers, we are committed to providing high-quality legal services. If something goes wrong, we welcome your feedback so we can address your concerns and improve our services.
1. Acknowledgement
Upon receipt of your complaint, a partner from the Risk & Compliance Department will:
Acknowledge your complaint within three working days in writing.
Outline the next steps in the process.
2. Investigation
During the investigation phase:
A thorough review of your file will be conducted.
The lawyer who represented you will be consulted to understand the full context and circumstances.
3. Response
A formal response will usually be provided by the Risk & Compliance Department.
In some cases, a partner from the relevant legal department may issue the response.
You will receive a response within eight weeks from the date your complaint was received.
4. Right of Appeal
Our aim is to resolve your concerns satisfactorily. However, if you are not satisfied with our response:
You may be eligible to refer your complaint to the Legal Ombudsman, provided you do so within six months of the conclusion of our internal complaints process.
5. Complaints to the Legal Ombudsman
You can escalate your complaint to the Legal Ombudsman if:
Your complaint remains unresolved after eight weeks of submission.
There are exceptional circumstances, as determined by the Ombudsman.
The relationship between you and our firm has deteriorated, making internal resolution unfeasible.
Please note:
The Legal Ombudsman generally accepts complaints that are:
Made within one year of the issue that prompted the complaint; or
Made within one year of when you became aware of the cause for complaint.
Eligibility:
Only individuals, small businesses, charities, and trusts can lodge complaints with the Legal Ombudsman.
Important:
If your complaint relates to a bill, the Ombudsman will not review it while the bill is under court assessment.
Contact Details for the Legal Ombudsman:
Address: PO Box 6167, Slough, SL1 0EH
Telephone: 0300 555 0333
Website: www.legalombudsman.org.uk
For detailed information about timescales and eligibility, please contact the Legal Ombudsman directly.
6. Complaints to the Solicitors Regulation Authority (SRA)
JJ Law Chambers is regulated by the Solicitors Regulation Authority (SRA). You may contact the SRA if your concern relates to issues of professional misconduct or conduct of our staff.
The Legal Ombudsman deals with service-related complaints and fee disputes.
The SRA investigates breaches of professional conduct, ethics, or regulatory rules.
For more information or to lodge a complaint, please visit the SRA website: www.sra.org.uk