Complaints Procedure
We are committed to delivering high quality professional services to our clients. However, if something goes wrong, we ask that you tell us about it and give us the opportunity to investigate your concerns and address them before any other steps are taken.
How to contact us
Email: office@jpmitchell.co.uk
By Post: JP Mitchell, Office 16, 1 Barlow Road, Hampton, Middlesex, TW12 2QP.
Telephone: 020 3151 2711
Raising your concerns
You can set out your concerns in writing (by email or letter), at a meeting or by telephone.
Please provide example(s) of the problem and as much detail as you can, including relevant dates.
If you raise your concerns by telephone, we may ask you to put your concerns in writing to ensure that we fully understand the position.
What will happen next?
We will send an acknowledgement of your complaint within 3 working days of receiving it.
We will investigate your complaint and report back within 28 days of receipt of your complaint.
If any of the timescales above change, we will let you know and explain why.
If we do not receive a response from you within 4 weeks of the date of our final response, we will assume that your complaint has been resolved and will close the complaint.
Referring your complaint to the Legal Ombudsman
If we are unable to resolve your complaint within 8 weeks, then you can ask the Legal Ombudsman to consider your complaint. The Legal Ombudsman can be contacted at:
Email: enquiries@legalombudsman.org.uk.
Letter: The Legal Ombudsman, PO Box 6167, Slough, SL1 0EH.
Telephone: 0300 555 0333. Website www.legalombudsman.org.uk.
Scope of the Legal Ombudsman Scheme
The Legal Ombudsman is an independent body that helps resolve complaints about services provided by lawyers. Usually, they will require you to have first raised your complaint with us before they get involved.
You must raise your complaint with the Legal Ombudsman within 6 months of receipt of our written response and no more than 1 year from the date of the act or omission; or no more than 1 year from when you should reasonably have known that there was cause for complaint.
The right to refer a complaint to the Legal Ombudsman is not open to all types of client, so the Legal Ombudsman may refuse to deal with your complaint. Please check the Scheme Rules for further details.
Complaint to the Solicitors Regulation Authority (SRA)
You can also raise concerns with the Solicitors Regulation Authority (SRA) if you think we have breached an SRA Principle. The SRA Principles govern our conduct and behaviour, details of which can be found at www.sra.org.uk/solicitors/standards-regulations/principles.
The SRA can be contacted by:
Letter: Solicitors Regulation Authority, The Cube, 199 Wharf Street, Birmingham B1 1RN.
Telephone: 0370 606 2555 (or) (+44 (0) 121 329 6800 for international callers).
Fax: +44 (0) 121 616 1999.