Complaints Policy and procedure

 

Introduction

 

We are committed to maintaining the highest professional standards and providing a high-quality legal service to all our clients. A complaint can show us how to do better. If something goes wrong, we want to know about it and put it right as quickly as we can.

 

Our complaints contact is the Senior Partner, Steven Jacob who can be contacted by telephone 0208 347 4070, email info@fahrijacob.co or post 147 Crouch Hill, London N8 9QH. If you have special needs which we should take into account due to language or disability, please let us know. We aim to deal with complaints according to the following timetable.

 

Complaints procedure

 

If you do not agree with the outcome of our complaints process, you can then complain to the Legal Ombudsman or the Solicitors Regulation Authority.

 

Complaints to the Legal Ombudsman must usually be made within six months of our final response to your complaint. The Legal Ombudsman can investigate complaints for up to six years from the date a problem occurred or within three years from when you found out about the problem.

 

Their website is www.legalombudsman.org.uk.  The address is PO Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk.

Acknowledge the complaint in writing

 

Consider inviting you to a meeting or to discuss the issues by telephone

 

Confirm the outcome of the meeting or telephone conversation in writing

 

Investigate the issues
 

 

If a meeting/telephone discussion is not possible or required: investigate the issues

 

Write to you with the outcome
 

Review and close the complaint

Action

Within two working days

 

 

Within two working days

 

 

Within three working days of the meeting/telephone conversation

 

Within 14 days of receiving the complaint

 

Within 14 days of receiving the complaint

Within 21 days

Within 8 weeks of receiving the complaint

Timescale

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