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Complaints

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As experienced Solicitors, we understand that at times using legal services can be a little daunting. This is why we strive to provide a friendly and professional service at all times to each of our clients, however, we also understand, that sometimes things may not go as expected, and our clients may wish to raise a complaint.

If you have any concerns about the way in which your matter is being conducted, in the first instance you can raise these to the person dealing with your matter, or the Head of the Department.

We would hope that your concern can be resolved at this point, however, if you remain unsatisfied then you can formalise your complaint to the Complaints Team (overseen by Managing Director Andrew Settle) by using any of the details below:

Joseph James Law
Challenge House
Milton Keynes
MK3 6DP

Email: complaints@josephjameslaw.co.uk
Phone: 0203 861 5400

(Please note, all complaints made to Joseph James Law are overseen by Managing Director, Andrew Settle, who will also make all decisions on final resolutions).

Complaint Acknowledgment Times

Your complaint will be acknowledged within 7 calendar days and we aim to provide a final resolution within 28 calendar days.

However, should your complaint be of a complex nature and should we require a little more time to investigate, we will inform you of this and aim to provide you of a date when you will receive your final resolution by.

Your complaint will be provided to you in writing, via both email and post, providing we have a registered email address on your account with us.

Further Escalation

If you are dissatisfied with the resolution provided by the Complaints Team, or with the way in which your claim has been handled, then you may request that your file is independently reviewed by an external Solicitor who will make such further investigations as are necessary. The external Solicitor will inform you of the conclusion and any alternative proposals to resolve your complaint, usually within 28 calendar days of this being referred to them. Under no circumstances will this investigation take longer than 8 weeks.

Following this final response, you may have the right to complain to the Legal Ombudsman if your complaint is not resolved to your satisfaction. You can contact the Legal Ombudsman at:

PO Box 6806
Wolverhampton
WV1 9WJ

Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Web: www.legalombudsman.org.uk

You may take your complaint to the Legal Ombudsman within 6 months of the expiry of the 8-week period or our definitive response in the meantime.

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I have been working with Joseph James Law for over a year now and have found each member of the team I have worked with highly knowledgeable and extremely professional. I have worked with Katarzyna for the most part and she has been very supportive, the communication between us has always been clear and timely especially when dealing with some highly sensitive issues.

ML Group

Thank you for your friendly & professional service. You have been instrumental in keeping our mind at peace with employment matters, helping us with comprehensive employment handbook as well as best practices. We value your guidance on case-2-case basis and trust you as you have our interests at heart.

Thank you for your help in this matter as I have no doubt we would not have managed it on our own.

Mrs C Steventon

Thank you so much to JJL for helping me through a really tough time with my employer. Without their time and legal expertise I am not sure what I would have done. They made calculated and rational decisions that assisted me get the best possible outcome.

Mrs H

Andrew and his Employment team made themselves available during times most people would consider after hours and the patience they had along with the time they took to explain the details of the case were truly above and beyond what was expected. Andrew did everything in his power to ensure the pro...

John F

My family and I were in need of professional legal advice regarding our late mother, Andrew Settle of JJL was professional, courteous and extremely understanding , which at the time was extremely helpful.

Trevor Price

As a relatively new commercial client of JJL solicitors we have been delighted by the results that they have achieved in a short space of time. They made the set up and process of transferring our debt recovery clients simple, straightforward and hassle free.

Mrs Brice

Fantastic service, I would highly recommend and would definitely use again if needed. Friendly staff, very fast response to any queries via email or phone and great advice and support was given throughout the process. Help was provided every step of the way. Nothing was too much trouble. I got the ...

Victoria D
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