Our complaints policy
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.
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:
- Telephone 0300 555 0333
- PO Box 6806, Wolverhampton, WV1 9WJ.
The LeO will only look at complaints within six years of the act that you are complaining of or within three years from when you realise the cause of your complaint. Any complaints from before 6 October 2010 will not be able to accept or investigate them further.
Please see the Ombudsman’s website.
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.