Our complaints policy
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. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.
Have you got a complaint against JMR Solicitors?
JMR Solicitors are a dedicated law firm striving daily to bring our clients the best solution to their legal matters.
We’re all about open and honest conversations, so if you feel dissatisfied with any experience you have had with us, we’d like to help you come to a resolution.
Of course, as a reputable law firm, we hope that our service is more than satisfactory to you, but if you have a reason to complain about our service or a bill of costs that we send to you, then please bring it to our attention as soon as possible. With clients at the heart of all that we do, JMR Solicitors will try to resolve the matter fairly and quickly.
If you are unhappy about something, then JMR Solicitors have a complaints procedure to ensure all complaint are investigated so that we can provide a practical solution.
Speak to the solicitor managing your case:
Step 1: The basis of your relationship with your solicitor is built on trust and openness. Tell your solicitor openly about your complaint, and this may lead to a resolution very quickly. However, if you are not comfortable speaking to your solicitor then please follow step 2.
Step 2: If you have any concerns or complaints, and the solicitor dealing with your case from JMR Solicitors is unable to resolve your concern, then we would request that you contact Marium Razzaq who is our managing partner and complaints partner, with details of your complaint. We will acknowledge your complaint within 7 days of receiving it.
What happens next?
Your complaint will be logged so that it can be fully investigated.
Marium Razzaq will investigate the complaint, fully investigate from both sides, and report back with any resolution suggestions within 4 weeks of receiving your email. You may be invited to discuss the complaint and any solutions proposed by the firm.
If the complaint procedure will take longer than 4 weeks of the complaint being made, you will be notified with a reason as to why.
What method should I use to complain?
We much prefer that extensive or complex complaints are dealt with in writing via e-mail.
However, we realise that not all clients may be able to formulate a detailed letter and prefer to log their complaint over the telephone. In such cases, a telephone call is fine, during which we will make a note of the complaint and then send that to you for comment. This document will then form the starting point of the complaint.
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 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 information below.
Contacting an independent Dispute Resolution or Mediation Provider
If you are still unhappy with the proposed solutions to resolve your complaint, then the next step you can take is to get in touch with an independent alternative dispute resolution or mediation provider. If you wish to do this, then please let us know and we will get in touch with one to move the complaint further.
Contacting Legal Ombudsman
After the above step has been taken, and you are still left unsatisfied with the outcome, the final step in our complaints procedure is to get in touch with the Legal Ombudsman (LeO) when the above complaints procedure has been followed and a conclusion has been reached.
The Ombudsman will allow us a time-frame of 8 weeks to resolve your complaint. The Ombudsman asks that you come to it as soon as you can and within 6 months of your last contact with us.
To contact the LeO you can email, write to them or telephone using the information below:
- 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
The LeO may consider it necessary to refer the complaint to the Solicitors Regulation Authority (SRA).
If your complaint is about the firm’s bill, then you can make the complaint to the LeO or by applying to the Court for an Assessment of the bill under Part III of the Solicitors Act 1974. However, please be aware that the firm is entitled to charge interest if the bill remains unsettled.
The Code of Conduct for Solicitors’ firms, can be accessed on the Solicitors Regulation Authority website.
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.
Further help
If you require further assistance, please contact the Professional Ethics helpline.