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Complaints Policy and Procedure

JFL Complaints Policy 

We try hard to provide an excellent service to our clients. We hope that we will meet or exceed clients’ expectations so that they will not feel the need to complain, but where this is not the case and the complaint is merited, we will take appropriate action.

What is a complaint?

The SRA now defines a complaint as being any expression of dissatisfaction that the complainant has suffered (or may suffer) financial loss, distress, inconvenience or other detriment. However, a client may have a justifiable cause of complaint if the service they receive falls below our usual standard, even if it does not meet this threshold. Common sense suggests that problems that are immediately resolved. 

Timeframe for dealing with the complaint

All formal complaints are recorded and investigated  thoroughly and impartially, obtaining and considering evidence objectively  within the timeframe below:

Action Timescale

Acknowledge complaint in writing

Within 7 working days of receipt of complaint
Investigate the issues

Within 28 days of receiving the complaint acknowledgement

Invite the person making the complaint to a meeting or to discuss the issues by telephone

On conclusion of the investigation

Confirm the outcome of the meeting or telephone conversation in writing

Within 7 working days of the meeting or telephone conversation

If a meeting/telephone discussion is not possible or required: 

Investigate the issues and write to the person with the outcome

Within 21 days of the conclusion of the investigation
Review and close the complaint

Within 8 weeks of receiving the complaint

If it is not possible to adhere to the deadlines indicated above, we will endeavour to contact you explaining why and providing a new timeframe by which the client will receive further contact and we will:

  • Attempt to meet the client’s concerns; 
  • Identify the causes of the complaint;
  • Offer an appropriate apology/redress/compensation/goodwill payment; and
  • Instigate corrective action if appropriate, which may involve training, disciplinary action and/or changing office procedures.

At the conclusion of the internal investigation, we will remind clients that they may ask the Legal Ombudsman to investigate, usually within 12 months.




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