Complaints Policy

Intro­duc­tion

We are com­mit­ted to pro­vid­ing a high-qual­i­ty legal ser­vice to our clients. When some­thing goes wrong, we need you to tell us about it. This will help us to sort out any mis­takes or mis­un­der­stand­ings, and to improve our standards.

Ini­tial concerns

In most cas­es, an infor­mal chat with the lawyer respon­si­ble for your mat­ter will resolve your concerns. 

If it does not, you can for­malise your com­plaint or speak to some­one oth­er than the lawyer respon­si­ble for your mat­ter. Our Com­plaints Man­ag­er, Rick Bar­row can record every­thing you are unhap­py about and rec­om­mend the best solu­tion for you. You can con­tact Rick Bar­row at rick.​barrow@​jbgass.​com and in his absence, the COLP, Luke Hewitt at luke.​hewitt@​jbgass.​com.

What we need to know

To deal with your com­plaint cor­rect­ly, it would be help­ful when con­tact­ing us if you could pro­vide the fol­low­ing information: 

• Your name, con­tact details and pre­ferred con­tact method 
• File ref­er­ence number 
• Details of your concerns 
• How you would like us to put things right.

What will hap­pen next?

1. If you tele­phone us, we will endeav­our to resolve the issue in that call. 
2. If you email or write to us, or if your com­plaint can­not be resolved in a phone call, we will acknowl­edge receipt of your com­plaint in writ­ing with­in two days of receiv­ing it. 
3. We will then inves­ti­gate your com­plaint. This will nor­mal­ly involve the Depart­ment Head review­ing your file and speak­ing to the mem­ber of staff who act­ed for you. 
4. With­in four­teen days of send­ing you the acknowl­edge­ment let­ter our Com­plaints Man­ag­er or the Depart­ment Head (if they can resolve the issue) will con­tact you to dis­cuss and resolve your com­plaint. This will pri­mar­i­ly be done by e‑mail but can be done by tele­phone or in per­son if you would rather. 
5. With­in three days of the dis­cus­sion we have, our Com­plaints Man­ag­er or Depart­ment Head will write to you to con­firm what took place and any solu­tions we have agreed with you. 
6. In any case they will send you a detailed writ­ten reply to your com­plaint, includ­ing their sug­ges­tions for resolv­ing the mat­ter, with­in twen­ty-one days of send­ing you the writ­ten acknowl­edge­ment of your com­plaint referred to in para­graph 1 above. 
7. At this stage, if you are still not sat­is­fied, you should con­tact us again and we will arrange for anoth­er Direc­tor to review the decision. 
8. We will write to you with­in four­teen days of receiv­ing your request for a review, con­firm­ing our final posi­tion on your com­plaint and explain­ing our reasons. 
9. If we have to change any of these timescales, we will let you know and explain why. 
10. If you are still not sat­is­fied, you can con­tact the Legal Ombuds­man, PO Box 6806, Wolver­hamp­ton WV1 9WJ about your com­plaint. Any com­plaint to the Legal Ombuds­man must usu­al­ly be made with­in six months of the date of our final writ­ten response on your com­plaint but for fur­ther infor­ma­tion, you should con­tact the Legal Ombuds­man on 0300 555 0333 or at enquiries@​legalombudsman.​org.​uk. Note that the Legal Ombuds­man ser­vice can­not be used by busi­ness­es or most oth­er organ­i­sa­tions unless they are below cer­tain size lim­its. Fur­ther details are avail­able from the Legal Ombudsman. 
11. If a com­plaint can­not be resolved, you may also be able to ask for it to be referred to a process of alter­na­tive dis­pute res­o­lu­tion using a cer­ti­fied provider. We are not required to agree to such a request. In any case this is not avail­able to busi­ness­es, only con­sumers. We will give you more infor­ma­tion about that right if it becomes relevant.