Complaints Procedure

Acknowledgement: Within three working days of receiving your complaint, a partner from the Risk & Compliance Department will acknowledge receipt in writing and outline the subsequent steps.

Investigation: This phase involves a thorough review of your file and discussions with the lawyer who represented you to understand the circumstances.

Response: Typically, a response will be provided by the Risk & Compliance Department. However, if appropriate, a partner from the relevant department may issue the response. This will be done within eight weeks from the date your complaint was received.

Right of Appeal

Our goal is to address all concerns to your satisfaction. However, if our response does not meet your expectations, you may be eligible to refer your complaint to the Legal Ombudsman, provided you do so within six months following the conclusion of our internal process.

Complaints to the Legal Ombudsman should generally be made within one year from the date of the issue that prompted your complaint or within one year from when you became aware of the cause for complaint. Please note that only individuals, small companies, trusts, and charities are eligible to lodge complaints with this office. The Legal Ombudsman typically requires that we be given an opportunity to respond first. However, you may escalate your complaint if:

Your complaint remains unresolved to your satisfaction within eight weeks of submission; or
The Legal Ombudsman deems there are exceptional circumstances warranting earlier consideration, or direct referral without prior submission to the firm; or
The relationship between you and the firm has deteriorated to the extent that internal resolution is deemed unfeasible.

Be aware that if your complaint pertains to a bill, the Legal Ombudsman will not review it while the bill is under court assessment.

Legal Ombudsman Contact Information:

For detailed information on timescales and eligibility, please contact the Legal Ombudsman directly.

Complaints to the Solicitors Regulation Authority (SRA)

JJ Law Chambers is regulated by the SRA, and you are entitled to file a complaint with the regulator if you have concerns regarding our firm or any member of our staff. The Legal Ombudsman addresses complaints about the services provided or fees charged, while the SRA handles complaints related to conduct. Further information can be found on the SRA website.

Email

Info@jjlawchambers.co.uk

Phone

020 3581 2854
020 85690708

Adress

768 Uxbridge road, Hayes Middlesex. UB4 0RU