Complaints Handling Procedure


  1. Our complaints policy

    1. We are committed to providing a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
  2. Our complaints procedure

    1. If you have a complaint about our service or a bill that we have rendered on or both, please contact us with the details.
    2. The person to contact is our Senior Partner, Jason Poole and he can be reached at:

      JG Poole & Co LLP
      E-space South
      26 St Thomas Place
      Ely
      Cambs
      CB7 4EX

      jason.poole@jgpoole.co.uk

      DD: 01353 644031

    3. What will happen next?
      1. We will send you a letter acknowledging receipt of your complaint within seven working days of us receiving the complaint, enclosing a copy of this procedure.
      2. We will then investigate your complaint. This will normally involve passing your complaint to Jason Poole who will review your file and speak to the member of staff who acted for you.
      3. Jason Poole will then invite you to a meeting or telephone call to discuss and hopefully resolve your complaint. This will be done within fourteen days of sending you the acknowledgement letter.
      4. Within seven days of the meeting/telephone call, Jason Poole will write to you to confirm what took place and any solutions he has agreed with you.
      5. If you do not want a meeting or telephone call or it is not possible, Jason Poole will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within fourteen days of sending you the acknowledgement letter.
      6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Partner to review the decision.
      7. We will write to you within fourteen days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
      8. If we have to change any of the timescales above, we will let you know and explain why.
      9. If you are still not satisfied, you can then contact the Legal Ombudsman.
    4. The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
    5. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
      • Within six months of receiving a final response to your complaint and
      • No more than six years from the date of act/omission; or
      • No more than three years from when you should reasonably have known there was cause for complaint.
    6. If you would like more information about the Legal Ombudsman, please contact them.

      Contact details:
      Visit: www.legalombudsman.org.uk
      Call: 0300 555 0333 between 9am to 5pm.
      Email: enquiries@legalombudsman.org.uk
      Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ