Details of your complaint should be forwarded, in writing, to firm’s Client Relations Partner, Toby Joel, at Jacksons., 17 Falcon Court, Preston Farm Industrial Estate, Stockton on Tees, TS18 3TU or toby.joel@jacksons.law.
We will write to you acknowledging your complaint as soon as possible (ordinarily this will be within 3 working days of receiving your complaint). Thereafter we will, if necessary, request any further information or clarification of issues that we require to enable us to deal with your complaint as quickly as possible. We will aim to investigate and respond to your complaint within 28 days of our acknowledgement letter.
We will record your complaint in our central register.
We will then investigate your complaint. This may involve asking the person who acted for you to provide a response to your complaint, for the consideration of the Client Relations Partner.
If, for any reason, we are not able to investigate and respond fully to your complaint within 28 days of our acknowledgement letter, we will write to you, confirming that the matter is still being investigated and providing you with an estimated timescale for completing the investigation.
Following our investigation of your complaint, we will send you a detailed written response to the complaint. This may include our suggestions for resolving the matter.
If, having received our response, you are still not satisfied, you should contact us again to explain why you remain unhappy and we will review your comments. If appropriate, we may invite you to a meeting to discuss and hopefully resolve your complaint. We will then write to you, confirming our final position on your complaint and explaining our reasons. We will, ordinarily, aim to do this within 14 days of receipt of your reply to our response.
If you are still not satisfied, you have the right to make a complaint to The Legal Ombudsman. The Legal Ombudsman is an independent organisation which deals with complaints about solicitors. Full details of the process are available from the Legal Ombudsman website (www.legalombudsman.org.uk) or can be obtained by calling 0300 555 0333 or emailing enquiries@legalombudsman.org.uk. The postal address is Legal Ombudsman, PO Box 6167, Slough, SL1 0EH.
There are time limits for making complaints to the Legal Ombudsman. Normally you will need to refer a complaint to the Legal Ombudsman within one year of the act or omission about which you are complaining occurring (or if outside of this period, within one year of when you should have realised that you had cause for complaint) and, also, within six months of receiving the final written response from us about your complaint. For further information you should contact the Legal Ombudsman on telephone 0300 555 0333 or enquiries@legalombudsman.org.uk.
The Alternative Dispute Resolution Regulations 2015 promote alternative dispute resolution (ADR) as a means of redress for consumers in relation to unsatisfactory services. Accordingly a number of organisations have been, or are in the process of being, approved as ADR entities for the settlement of consumer complaints as an alternative to the Legal Ombudsman. We have not adopted a specific ADR process, so if you have any concerns about the services you receive you should contact the firm’s Client Relations Partner in the first instance.
