OUR POLICY

We are committed to providing a high quality legal service with courtesy and fairness.  When something goes wrong we want you to tell us about it so that we can do our best to resolve the problem

OUR INTERNAL COMPLAINTS PROCEDURE

All complaints whether raised formally or informally are investigated by Jane Surman.  The client care letter you receive when you first instruct us will contain details of how to raise an internal complaint

However you may simply refer any dissatisfaction at any time to Jane Surman by

Telephone:      07920141207

Email:              jane.surman@janehartleyassociates.co.uk

By letter

She will review your file speak to staff involved and liaise with you.

WHAT TO DO IF WE CANNOT RESOLVE YOUR COMPLAINT

If our internal complaints procedure fails to satisfy you, you may refer your complaint to the Legal Ombudsman.  This will not affect how we handle your case or treat you.

Before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint with us first.

Note: you must refer your complaint to the Legal Ombudsman:-

• within six months of receiving a final response to your complaint from our internal complaints procedure and in any case
• no more than six years from the date of the act which gave rise to your complaint; or
• no more than three years from when you should reasonably have known that there was cause for complaint                     

CONTACT DETAILS FOR THE OMBUDSMAN

http://www.legalombudsman.org.uk

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.co.uk 

Address: Legal Ombudsman, P O Box 6806, Wolverhampton WV1 9WJ