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Since 1876

Complaints Procedure

Jacksons Law Firm is committed to providing a high quality service to all our clients. However, if you are not satisfied with the level of quality of service you have received from us, we want you to tell us. We can then seek to resolve your complaint, and this will also help us maintain and improve our standards. We have a written COMPLAINTS PROCEDURE in place and you may request a copy of this at any time. Alternatively please contact our Managing Partner, Tony Wentworth, in writing at Jacksons Law Firm, 17 Falcon Court, Preston Farm Industrial Estate, Stockton on Tees, TS18 3TU or email twentworth@jacksons-law.com or by telephone on 01642 356500.

If we are unable to resolve your complaint under our Complaints Procedure, you may be entitled to refer the matter to the Legal Ombudsman, The Legal Ombudsman is an independent organisation which deals with complaints about solicitors. Full details of the process are available from the Legal Ombudsman website (www.legalombudsman.org.uk) or can be obtained by calling 0300 555 0333 or emailing enquiries@legalombudsman.org.uk. The postal address is Legal Ombudsman PO Box 6167 Slough SL1 OEH.

There are time limits for making complaints to the Legal Ombudsman.  Normally you will need to refer a complaint to the Legal Ombudsman within six months of receiving the final written response from us about your complaint or within one year of the act or omission about which you are complaining occurring (or if outside of this period, within one year of when you should have realised that you had cause for complaint).

The Alternative Dispute Resolution Regulations 2015 promote alternative dispute resolution (ADR) as a means of redress for consumers in relation to unsatisfactory services. Accordingly a number of organisations have been approved as ADR entities for the settlement of consumer complaints as an alternative to the Legal Ombudsman. We have not adopted a specific ADR process, so if you have any concerns about the services you receive you should contact the firm’s Managing Partner in the first instance.

 

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