Complaints Handling Procedure and Policy
The Jonathan Lea Network Complaints Handling Procedure and Policy
It is important to us to follow a policy based on transparency, proactive communication, and robust complaints handling.
By adhering to the guidance and regulations outlined by both the Legal Ombudsman and the Solicitors Regulation Authority (SRA), we can reduce complaints, improve service delivery, and foster a transparent and trustworthy relationship with our clients.
We are committed to providing high-quality legal services. However, we recognise that there may be occasions when clients feel dissatisfied. This policy outlines our procedure for handling complaints promptly and fairly.
This policy has been produced from reviewing (and is intended to align with) guidelines of the Legal Ombudsman and the SRA’s Transparency Rules.
Target Key Timings
Here is a summary table of the general timings involved in this policy, with more details on each in the relevant sections below.
| Acknowledgement of Complaint | Response to Complaint | Escalation Review | Completion of Complaints Process | Referral to Legal Ombudsman |
|---|---|---|---|---|
| Within 2 working days of receiving a complaint | Within 14 days of acknowledgment (or revised timeline if needed) | Within 14 days of request for review by the Managing Director | Within 8 weeks of receiving the complaint | Within 6 months of a final response from us and no more than 1 year from the date of the act or omission being complained about or no more than 1 year from the date when you should reasonably have known that there was cause for complaint |
Definition of a Complaint
A complaint is any expression of dissatisfaction about our service, fees, or conduct.
How to Make a Complaint
Clients can raise concerns by:
- speaking directly to the solicitor handling their case.
- contacting our Client Care & Resolution team via email or letter.
Acknowledgement of Complaints
Upon receiving a complaint, we will:
- acknowledge receipt within two working days.
- provide the name and contact details of the person handling the complaint.
- confirm that there is no charge for reviewing the complaint.
Investigation Process
The appointed person will:
- review the complaint thoroughly.
- examine relevant documents and communications.
- discuss the matter with the staff involved.
Response to Complaints
Within 14 days of our acknowledgment, we will do the following in a clear format:-
- provide a written response detailing our findings.
- offer an apology if we are at fault.
- propose appropriate remedial actions.
If more time is needed, we will inform the client and provide a clear revised timeline, aiming to always maintain handling of the whole complaint within 8 weeks.
Escalation Procedure
If the client remains dissatisfied:
- they can request a review by the Managing Director.
- we will conduct this review within 14 days and provide a final response.
If a complaint has been brought and the complaints procedure has been exhausted, we will write to the client within 8 weeks of the receipt of the complaint to confirm:
- we cannot settle the complaint; and
- the name and website address of an alternative dispute resolution (ADR) approved body which would be competent to deal with the complaint (see Legal Ombudsman section below).
Legal Ombudsman Contact
If the issue remains unresolved, clients may contact the Legal Ombudsman:
- Address: PO Box 6167, Slough, SL1 0EH
- Telephone: 0300 555 0333 – from 8.30am to 5.30pm
- Email: enquiries@legalombudsman.org.uk
- Website: legalombudsman.org.uk
Clients should approach the Legal Ombudsman:
- within six months of our final response.
- No more than one year from the date of the act or omission being complained about; or no more than one year from the date when the client should reasonably have known that there was cause for complaint.
SRA Contact
If your concerns relate to the firm’s professional conduct, you can contact the SRA:
- Address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
- Telephone: 0370 606 2555
- Website: sra.org.uk/report
Recording and Monitoring
We will keep a record of all complaints and aim to review complaints annually to identify trends and areas for improvement.
Confidentiality
All complaints will be handled confidentially, in line with our data protection policies.
Accessibility
This policy is available on our website and upon request in alternative formats to accommodate client needs.
Throughout the process simple language should be used in communications.
We will be contactable by email, phone and/or letter.
Cost of Complaint Handling
There shall be no charge to the client for handling a complaint. This should be made clear to the client at the outset of the complaint and at any point where such a query is raised.
Review of Policy
We will review this policy annually to ensure its effectiveness and compliance with regulatory requirements.
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However, please be aware that the free 20 minute call is at our discretion. If you are more looking for advice and guidance on an initial call, we may instead offer a one-hour fixed fee appointment instead.
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