Complaints

At JKC Lawyers LLP we aim to give clear, accurate legal advice on time, and to be helpful and approachable while we do it. If you feel we've fallen short, we want to know. Raising a complaint can feel awkward, but it won't affect how we treat you or your case, and it helps us improve.

Making a complaint is free.

How to make a complaint

You can complain in whatever way suits you: by phone, by email, by letter or in person. If you need any help making a complaint, or would like us to make adjustments (for example, large print, a call rather than a letter, or more time), just let us know.

Stage 1: speak to the person handling your case

Often the quickest way to sort out a problem is to raise it with the person dealing with your matter. They will try to put things right straight away.

Stage 2: contact our complaints team

If that doesn't resolve things, or you'd rather not raise it with the person handling your case, please contact:

• Abhishak Verma, Partner, or

• Miraj Shah, Solicitor.

Phone: 01923 234400
Email: Abhishak@jkclawyers.com
Post: JKC Lawyers LLP, 12 Station Road, Watford, WD17 1EG.

What happens next

1. We will acknowledge your complaint in writing within [3] working days, and let you know who is dealing with it.

2. We will look into your complaint. This may include reviewing your file and speaking with the people involved. We may contact you to make sure we understand your concerns.

3. We will send you a full written response, setting out what we found and what we propose to do. We aim to do this within 28 days. If it will take longer, we will tell you why and keep you updated.

4. We will always send our final response within eight weeks of receiving your complaint.

The Legal Ombudsman

If you are unhappy with our final response, or we haven't resolved your complaint within eight weeks, you can ask the Legal Ombudsman to look into it. The Legal Ombudsman is independent and deals with complaints about the service provided by lawyers, including complaints about fees. Its service is free.

You must usually contact the Legal Ombudsman within:

• six months of receiving our final response to your complaint, and

• one year of the problem happening, or one year of when you should reasonably have known about it.

The Legal Ombudsman can extend these time limits in some cases.

Individuals can use the Legal Ombudsman. So can some small businesses, charities, clubs and trusts, as long as they fall within its size limits. Its website explains who can complain.

Legal Ombudsman
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Post: PO Box 6167, Slough, SL1 0EH

Complaints about our bill

If your complaint is about our bill, you may also be able to apply to the court for the bill to be assessed under Part III of the Solicitors Act 1974. If you do this, the Legal Ombudsman may not be able to consider a complaint about the same bill.

The Solicitors Regulation Authority

The Solicitors Regulation Authority (SRA) regulates solicitors and law firms. It doesn't deal with complaints about the level of service. However, you can raise concerns with it about professional conduct, for example if you think a solicitor has acted dishonestly, taken or lost your money, or treated you unfairly because of your age, a disability or another characteristic.

Solicitors Regulation Authority
Phone: 0370 606 2555
Website: www.sra.org.uk/consumers/problems/report-solicitor
Post: The Cube, 199 Wharfside Street, Birmingham, B1 1RN

Complaints about your personal data

If your complaint is about how we have used your personal data, please see our Privacy Notice. It explains how to complain to us and to the Information Commissioner's Office.