Complaints Procedure

We are committed to providing a high-quality legal service to our Clients. We want to give you the best possible service.  When something goes wrong, we need you to tell us about it.  This will help us to sort out any mistakes or misunderstandings, and to improve our standards. If at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

A complaint is an oral or written expression of dissatisfaction by a Client to the Firm which alleges that the Client has suffered or may suffer financial loss, breach of confidentiality, breach of privacy, discrimination, distress, disadvantage, inconvenience or other detriment by reason of the Firm’s conduct of the Client’s matter.

If you have a complaint, in the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues.

If you would like to make a formal complaint, then you can use our full Complaints Procedure which is set out below. Making a complaint will not affect how we handle your case.

Please address any formal complaint to our Complaints Partner, Mr Mark A Thomas by email to mat@arthurjackson.co.uk or by post to: 4 Ash Mount, Doncaster Gate, Rotherham, S65 1DQ. Alternatively, you can address a formal complaint to Mr Neil R Oliver, Solicitor and Partner by email to nro@arthurjackson.co.uk or by post to our 4 Ash Mount address above.

What will happen next?

1. We will acknowledge receipt of your complaint in writing within six business days of receiving it.
2. In most cases, the lawyer responsible for dealing with your matter on a day to day basis will be able to resolve your concerns. If this is not possible, our Complaints Partner will then investigate your complaint.
3. The investigation of your complaint by our Complaints Partner will normally involve him reviewing your file and interviewing the member of staff who acted for you.
4. Within 21 business days of sending you the acknowledgement letter our Complaints Partner will invite you to a meeting to discuss your complaint. If you do not want a meeting or it is not possible, our Complaints Partner may instead offer you a chance to discuss the matter by telephone.
5. Within five business days of the meeting, or any telephone conversation we have with you instead of a meeting, our Complaints Partner will write to you to confirm what was discussed and any solutions proposed or agreed.
6. In the event of you preferring not to have a meeting or telephone discussion with our Complaints Partner or where such a meeting or telephone discussion is not possible or is impractical our Complaints Partner will send you a detailed written reply to your complaint, including his suggestions for resolving the matter.
7. At that stage, if you are still not satisfied, you should contact our Complaints Partner in writing and he will arrange for our Mr Neil R Oliver, Solicitor and Partner to review the matter including any solutions proposed and any response from you thereto.
8. We will write to you within 14 business days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then complaint to the Legal Ombudsman must be made within the following time limits:

• Within six months of receiving a final response to your complaint and

• No more than six years from the date of act/omission; or

• No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

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