Complaints Policy

We want you to be happy with the service that you receive from us but recognise that sometimes things go wrong. Our Complaints Procedure is designed to help you bring your dissatisfaction to our attention so we can look at what has happened and provide you with an explanation.

You will not be charged for the work involved in investigating a complaint made by you.

Details of the Complaints Procedure are set out below:

Who to contact

  • We have a two stage internal complaints procedure details of which appear below. If we are unable to resolve your complaint through our internal procedures you can then contact the Legal Ombudsman who is independent and impartial and who has official powers to resolve complaints. Details of how to contact the Legal Ombudsman also appear below.
  • Initially you should contact the case handler who has had conduct of your case.
  • Our Complaints Manager is Georgina Coppenhall. She is a Solicitor and Team Leader at JS Miller Solicitors.
  • If the case handler is unable to resolve your complaint you can then refer the complaint to our Complaints Manager.
  • If our Complaints Manager is unable to resolve your complaint you can then contact the Legal Ombudsman.
  • You can also contact the Legal Ombudsman if 8 weeks have passed since you first made your complaint and your complaint remains unresolved.

How to make contact

  • Complaints can be made by telephone, letter, fax and e-mail. Usually if your complaint cannot be resolved by the case handler, we will ask you to put your complaint in writing.
  • Our Complaints Manager’s contact details are: JS Miller Solicitors, Unit 3 Digital Park, 3 Pacific Way, Salford (Media City) M50 1DR. Email: enquiries@jsmillersolicitors.co.uk
  • The Legal Ombudsman’s contact details are: The Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ, Telephone 0300 555 0333, e-mail: enquiries@legalombudsman.org.uk, Website www.legalombudsman.org.ukWhen to make contact
  • You should contact us as soon as you have a concern about an issue.
  • You should not normally contact the Legal Ombudsman until we have attempted to resolve your complaint through our internal procedure or until 8 weeks have passed since the date when you first made your complaint. We do not however wish to discourage you from contacting the Legal Ombudsman for further information and advice should you wish to do so.
  • The Legal Ombudsman asks that you contact them within 6 months of your last contact with us, failing which the Ombudsman may be unable to deal with your complaint.
  • The Legal Ombudsman will not accept complaints where the matter complained of or your date of awareness of the matter was before 6 October 2010. Subject to that the Legal Ombudsman will accept complaints in respect of matters which occurred up to 6 years ago, although that 6 year period is reduced by 3 years from any date when you should have known about the matter. The Legal Ombudsman has the power to award compensation of up to £50,000 (although most awards are under £1000).

Timescales

  • If a complaint is made to the Case Handler, the Case Handler will
    • acknowledge your complaint within 3 working days
    • provide a substantive response to your complaint within 28 days
  • If a complaint is made to our Complaints Manager she will
    • acknowledge your complaint within 3 working days
    • provide a substantive response to your complaint within 28 days
  • If we have to change any of these timescales we will let you know and explain why.
  • If you complain to the Legal Ombudsman they will contact you with their timescale for resolving your complaint.

How we deal with your complaint

  • If your complaint can be resolved by the Case Handler this may, in simple matters, be done by telephone but will otherwise be in writing.
  • Complaints made to our Complaints Manager will normally be dealt with in writing.
  • An investigation into your complaint will involve a detailed look at your paper and/or electronic file. We will discuss your complaint with the person who is the subject of your complaint and anyone else who may have been involved in the matter which is the subject of your complaint.
  • Our Complaints Manager will write to you with a detailed response to all aspects of your complaint. This will include any proposals for resolution of your complaint.
  • Once our Complaints Manager has written to you in an attempt to resolve your complaint you can if you wish contact him to discuss matters further. If you are unhappy with our proposals to resolve your complaint (or if 8 weeks have elapsed since you made your complaint) you can at this stage contact the Legal Ombudsman. Remember to do so within 6 months of your last contact with us.

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