Our complaints policy
We are committed to providing a high-quality legal service to all our clients and hope that our
clients will never have reason to complain about our service or costs. 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. We have eight weeks to consider
your complaint. If we have not resolved it within this time you may complain to the Legal
Ombudsman.
We make all endeavours to resolve complaints within the department handling your case.
You should look at the “Client Care” letter that you were sent at the start of your case. It will
name the person in the firm to whom you should address your complaint.
What will happen next?
We will send you a letter acknowledging receipt of 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 manager Mr S.Saini who will review your matter /file and speak to the
member of staff who acted for you.
Mr S. Saini will then invite you to a meeting to discuss and hopefully resolve your complaint.
He will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, Mr S. Saini will write to you to confirm what took place and
any solutions he has agreed with you.
If you do not want a meeting or it is not possible, Mr S. Saini 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
meeting to review the decision and provide an appropriate alternative such as review by
another local solicitor or mediation 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.
Legal Ombudsman
If you are still not satisfied, you can then contact the Legal Ombudsman ( LeO) about your
complaint at the address below. The complete guidance regarding bringing a complaint can
also be found by visiting the LeO website- https://www.legalombudsman.org.uk/ how-to-
complain/
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at
enquiries@legalombudsman.org.uk . All details are provided on the LeO website-
https://www.legalombudsman.org.uk/
Legal Ombudsman ( LeO) Limitation
From 1 April 2023, the time limits for referring a complaint to LeO are no later than one year
from the date: of the act or omission being complained about; or. when the complainant
should have realised that there was cause for complaint.
Before accepting a complaint for investigation, the Legal Ombudsman will check if you have
tried to resolve your complaint with us first. If you have, then you must take your complaint to
the Legal Ombudsman following these three elements of Limitation-
Complaint must be made-
Compliant to Solicitors Regulation Authority
While the Legal Ombudsman focuses on resolving disputes related to the services and fees
etc, the Solicitors Regulation Authority ( SRA ) specialises in addressing issues regarding
professional conduct. The SRA deals with cases where firms or those they regulate have
breached the SRA Principles. If your complaint has not been resolved and the Legal
Ombudsman ( LeO) thinks your case involves a breach of the SRA Principles then taking
your case to the SRA is the next stage of complaint.
For further information about the SRA’s role, please contact the SRA or visit:
Copyright © 2024 Jusmount & Co Solicitors - All Rights Reserved.