Joss Legal Solutions Limited is committed to providing a high-quality legal service to all clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards in the future.
If you are unhappy about any aspect of the service you have received, or about your bill, please contact Mrs Susan Joss discuss this further, on the contact details shown below. Please note that you may have a right to object to a bill by applying to the Court for an assessment of the bill under Part III of the Solicitors Act 1974.
If you have a complaint, you may contact us in several ways:-
- By telephoning Mrs Susan Joss on +44 02380 200606
- By faxing +44 02380 695725
- By emailing susanjoss@josslegalsolutionslimited.com
- By writing to Mrs Susan Joss, Joss Legal Solutions Limited, 445 Fair Oak Road, Fair Oak, Eastleigh Hampshire, SO50 7AJ
Please note that as with any other information that you provide, your complaint and the circumstances of the same will remain totally confidential unless and until your complaint reaches the Review stage (see below for details). Please also note that we are not allowed to charge you for our time when investigating your complaint.
WHAT WILL HAPPEN NEXT?
1. We will send you a letter acknowledging receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure
2. We will then investigate your complaint. This will normally involve a thorough review of your file and the background to your complaint
3. We will then send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
4. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another local solicitor to review the decision made. This is called the Review stage.
5. We will write to you within 14 days of receiving your request for a Review, to confirm our final position on your complaint and explaining the reasons for the decisions reached.
6. If you are still not satisfied, you can then contact the Legal Ombudsman, who has the power to investigate the actions of solicitors of England and Wales, under the provisions of the Legal Services Act 2007.
A complaint to the Legal the Legal Ombudsman must be made:
- Within six months of receiving our final response to your complaint and
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
This is a free and impartial service. If the Ombudsman decides that the service you have received was unsatisfactory he/she can ask me to put it right.
You may contact the Legal Ombudsman in the following ways: -
- By telephone on 0300 555 0333 from 8:30am to 5.30pm
- By email on enquiries@legalombudsman.org.uk
- By sending a letter to The Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
7. 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.If you have concerns about the professional conduct of your solicitor or any member of our staff assisting with your matter, please raise this as a complaint in the first instance by following this complaints handling procedure. Alternatively, or if you remain dissatisfied, you may choose to contact the Solicitors Regulation Authority at The Cube, 199 Wharfside Street, Birmingham, B1 1RN or by email to report@sra.org.uk (website: www.sra.org.uk). You may also contact the SRA by telephone on 0370 606 2555 inside the UK and International callers +44 (0)121 820 2250 between 8:00am to 5.00pm Monday to Friday.
8. If we have to change any of the timescales above, we will let you know and explain the reasons why in advance.
Joss Legal Solutions Limited is authorised and regulated by the Solicitors Regulation Authority (SRA No. 629636) Registered number: 09721720. Office address: 445 Fair Oak Road, Fair Oak, Eastleigh, Hampshire, SO50 7AJ
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