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Complaints information

J H Powell & Co Solicitors - Complaints Handling Information

(November 2018)

We want to give you the best possible service. However, 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.

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 at this stage. If you would like to make a formal complaint, then you can follow our complaints procedure below. Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you 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. You can raise your concerns with the Solicitors Regulation Authority here.

Our complaints handling policy and procedure

If you have a complaint, please contact David Tomlinson - the firm’s partner in charge of handling complaints - with the details, preferably in writing. David’s email address is david.tomlinson@jhpowell.co.uk . Anonymous complaints will be ignored.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within seven (7) days of receiving it.

  2. We will then investigate your complaint. This will normally involve David Tomlinson reviewing your matter file and speaking to the fee earner who acted for you.

  3. David Tomlinson will then either invite you to a meeting to discuss and hopefully resolve your complaint or write to you with a detailed reply to your complaint if your letter of complaint provides sufficient details of your complaint to which a detailed reply can be made. He will do this within fourteen (14) days of sending you the acknowledgement letter.

  4. If David Tomlinson has invited you to a meeting but you do not want a meeting he will send you a detailed written reply to your complaint provided sufficient details have been given including his suggestions for resolving the matter within twenty one (21) days of sending you the acknowledgement letter.

  5. If David Tomlinson believes that he does not have sufficient details of your complaint to make a detailed reply he will write asking for more details of your complaint and upon receipt of sufficient details he will respond within fourteen (14) days.

  6. If you have not had a meeting and you are not satisfied with a detailed reply to your complaint you should contact us again and request a meeting.

  7. Within seven (7) days of any meeting David Tomlinson will write to you to confirm what took place and any solutions he has agreed with you.

  8. At this stage if you are still not satisfied you should contact us again and we will arrange for another partner to review the decision.

  9. We will write to you within fourteen (14) days of receiving your request for a review confirming our final position on your complaint and explaining our reasons

If we have to change any of the timescales above we will let you know and explain why.

What do to 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 you must take your complaint to the Legal Ombudsman:

  • 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 using the following details:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am and 5pm

Email: enquiries@legalombudsman.org.uk

Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ