Our Complaints Handling Procedure
Here at JF Law, we’re committed to providing you with the very best service possible. However, we appreciate that sometimes things don’t go as planned, and that’s why we have a simple and effective complaints procedure. This way, you can easily give us your feedback and we can act upon it to improve our service.
We’re always looking to improve and get better at what we do, so we always value your comments.
About The Complaints Process
If you become unhappy with the service we provide to you, then please inform us immediately so that we can do our best to resolve the issues. This may save you time in submitting a formal complaint.
If we are unable to resolve your complaint, you can ask the Legal Ombudsman to consider your complaint independently. The Legal Ombudsman investigates complaints about service issues with lawyers. We explain more on this below.
Our Complaints Handling Procedure
If you have a concern or a complaint, please contact us as soon as you are aware of the problem so it can be addressed. Our contact details for complaints are as follows;
FAO SAMANTHA SKUBIC; JF Law Ltd
Unit 35
Champion European Suites
6 Arrowe Brook Road
Upton
Wirral
CH49 0AB
Tel: 0151 375 9916
E-mail: Info@jflaw.co.uk
What Will Happen Next?
1. Upon receipt of your complaints, we’ll write to you acknowledging that we have it within five days. In this response, we’ll explain who will be responsible for dealing with your complaint, usually Samantha Skubic who is a Director and Solicitor
2. Investigations: we will set about investigating your complaint in full. We’ll review your file and speak to the member of staff who acted for you.
3. We will then send you a detailed reply to your complaint, including suggestions for resolving the matter, within 28 days of sending you the acknowledgement letter.
4. At this stage, if you are still not satisfied, you should contact us again to explain why you’re unhappy with our response. You can also submit a request for a review.
5. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
6. If you are still not satisfied, you can then contact the Legal Ombudsman, PO Box 6167, SLOUGH, SL1 0EH or call 0300 555 0333 about your complaint.
Any complaint to the Legal Ombudsman must usually be made within 1 year of the date of the act or omission about which you are concerned and within 1 year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within 6 months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at http://www.legalombudsman.
If we have to change any of the timescales above, we will let you know and explain why.
