Complaints

We are authorised and regulated by the Solicitors Regulation Authority (SRA). JayandGee Solicitors is committed to high-quality legal advice and client care. If clients have any complaints about the quality of service they receive, we encourage them to please raise this with the solicitor in conduct of their matter in the first instance. This will help us to improve our standards.

What will happen next?

Step One:

We aim to resolve complaint within eight weeks of notification. We will send client a letter acknowledging receipt of their complaint within three days of receiving it, enclosing a copy of this pclicy..

Step Two:

We will then investigate the complaint. This will normally involve passing the complaint to our client care Director, Jane Gwam, who will review the matter, file and speak to the member of staff who acted for you.

Step Three:

Jane Gwam will then invite the client to a meeting to discuss and hopefully resolve his/her complaint. She will do this within 14 days of sending the acknowledgement letter.

Step Four:

Within three days of the meeting, Jane Gwam will write to the complainant to confirm what took place and any solutions she has agreed with him/her.

Step Five:

If the complainant does not want a meeting or it is not possible, Jane Gwam will send a detailed written reply to their complaint, including her suggestions for resolving the matter, within 21 days of sending the acknowledgement letter.

Step Six:

At this stage, if the complainant is still not satisfied, he/she should contact us again and we will arrange for another Director or someone unconnected with the matter at the firm to review the decision.

Step Seven:

We will write to the complainant within 14 days of receiving their request for a review, confirming our final position on their complaint and explaining our reasons.

Step Eight:

If the complainant is still not satisfied, they can then contact the Legal Ombudsman (LeO) at PO Box 6806, Wolverhampton WV1 9WJ about their complaint. They can also email the Legal Ombudsman (LeO) at [email protected] or telephone them on 0300 555 0333 or +44 121 245 3050 if calling from overseas. For further information, please access the Legal Ombudsman (LeO)’s website: www.legalombudsman.org.uk.

Step Nine:

Please note that the time limit for complaint to the LeO is within six years from the act/omission or three years from realising the cause of complaint. Any complaint to the Legal Ombudsman (LeO) must usually be made within six months of the date of our final decision on a complaint.

If we have to change any of the timescales above, we will let he/she know and explain why.