Dealing with your complaint: our procedure
Providing you with the highest quality services is at the heart of our business, and we appreciate the privilege of sitting alongside you as a trusted advisor. Your opinion of us matters. However, if you, as a client, are not satisfied with our services, you are entitled to complain. Alexander Spak (Alexander.Spak@jurisfisher.com) will be your point of contact during the complaints investigation process.
We will respond promptly and professionally to any complaint, in accordance with the following procedure:
- In the first instance, we recommend talking through your concerns with the solicitor handling your matter in an attempt to resolve the issue.
- If your discussions with the solicitor do not resolve the matter to your satisfaction, you will be invited to put the complaint in writing, addressed to Alexander Spak (Alexander.Spak@jurisfisher.com), giving reasons for dissatisfaction in as much detail as possible.
- On receipt of the written complaint, Alexander Spak will investigate the complaint thoroughly and respond within 14 days. We will either give our substantive response or, if that is not practicable, we will give our expected timetable for doing so.
- If, upon investigation, we believe your complaint is justified, we will endeavour to offer a fair solution or compensation. You will be advised of these.
- If we do not feel that your complaint is justified, we will let you know why. You will be advised of your right, if you have one, to complain to the relevant regulatory/professional body.
If you do not agree with our conclusion about your complaint, and you are a consumer (or qualifying small business), you may refer your complaint to The Legal Ombudsman:
Tel: 0300 555 0333 and 0I2I 245 3050
Address: PO Box 6806, Wolverhampton, WVI 9WJ
Please note that there are strict time limits for making a complaint to The Legal Ombudsman, although it generally expects consumers to exhaust a law firm’s complaint process before referring a complaint to it. If you are dissatisfied with the outcome of our investigation then you have six months from our final determination to raise the matter with The Legal Ombudsman. In addition The Legal Ombudsman will generally not consider complaints about events that occurred more than six years ago or three years from when you should have known about the complaint (whichever is the later).