HART JACKSON AND SONS
COMPLAINTS HANDLING POLICY & PROCEDURE
Our complaints policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the details by writing or telephoning our client care partner, Mr Jeremy Tennyson, or Mrs Naomi Marczak in respect of Mr Jeremy Tennyson.
What Will Happen Next?
- We will send you a letter acknowledging your complaint within three days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Mr Jeremy Tennyson, who will review your matter file and speak to the member of staff who acted for you.
- Mr Tennyson will then either:-
- invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgment letter. Within three days of the meeting, Mr Tennyson will write to you to confirm what took place and any solutions he has agreed with you; or
- If you do not want a meeting or it is not possible, Mr Tennyson will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review the decision.
- 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.
- If you are still not satisfied, you can then contact the Legal Ombudsman, PO Box 6167, Slough, SL1 0EH, or by telephone, 0300 5550333, or by email, enquiries@legalombudsman.org.uk or website, www.legalombudsman.org.uk.
- Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or one year from the date when the complainant should have realised that there was a cause for complaint. Generally, the Legal Ombudsman deals with complaints relating to acts or omissions that happened after 5 October 2010.
- In the event that your complaint relates to a breach of the Solicitors Regulation Authority (SRA) Principles you can contact the SRA. The SRA can be contacted at The Cube, 199 Wharfside Street, Birmingham, B1 1RN, or by telephone, 0370 606 2555, or by email contactcentre@sra.org.uk, or by website,
https://www.sra.org.uk/consumers/problems/report-solicitor/. If you report a solicitor to the SRA for poor service, they will refer you to the Legal Ombudsman.
If we have to change any of the timescales above, we will let you know and explain why.
