We are committed to providing our clients with high quality legal service and work with them to achieve their desired outcome.
However, if you have any concern about the service we have provided, please contact us. You are to raise your complaint with the lawyer dealing with your case. Their details are given in the Client Care Letter that you receive. They may be able to resolve the complaint. If they are unable to resolve the complaint or concern, you will be referred to the Compliance Director; Vivien Kadiri; or you may refer your complaint or concern directly to her at Vivien@justinkinglaw.co.uk
If the complainant is still not satisfied, we ask that they follow our complaints procedure.
Complaints Procedure
- 1.We aim to resolve your complaint within eight weeks of receiving your complaint. On receipt of a client complaint, we will write to you within three working days to confirm receipt and enclose copy of our full complaint procedure.
- 2. The complaint is passed to the Compliance Director responsible for dealing with complaints Vivien Kadiri to be investigated. She will respond to the complaint within 14 days of acknowledging receipt of the complaint. If she is unable to respond within 14 days, a new date will be set for her reply and the complainant will be informed.
- 3. If on receipt of her response, the matter is still not resolved, Vivien Kadiri will invite the complainant to a meeting to discuss and
- hopefully resolve the complaint within 14 days of responding to the complaint.
- 4. Within three days of the meeting, Vivien Kadiri will write to you to confirm what took place and any solutions she has agreed with you.
- 5. If the complainant is still not satisfied, they should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision.
- 6. We will write to you within 14 days of receiving your written request for a review, confirming our final position on your complaint, and explaining our reasons.
If we cannot resolve your complaint
- 7. If we are unable to resolve your complaint, you can contact the Legal Ombudsman. The Legal Ombudsman will look at your case independently. The Legal Ombudsman will check with you that you have tried to resolve your complaint with us first before accepting your complaint for investigation.
Your complaint should be made to the Legal Ombudsman:
- within six months of receiving a final written response from us about your complaint.
- the time limit for referring a complaint to the Legal Ombudsman is one year from the act or omission being complained about or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
Contact the Legal Ombudsman at P. O. Box 6167, Slough, SL1 0EH about the complaint.
Telephone: 0300 555 0333 or +44 121 245 3050 if calling from overseas. Email: enquiries@legalombudsman.org.uk . Website: http://www.legalombudsman.org.uk.
If you are unhappy with our behaviour
- 8. The Solicitor Regulation Authority can help you if you are concerned about our behaviour for things such as dishonesty or treating you unfairly.
You can contact the Solicitor Regulation Authority on their website, address or by telephone.
Solicitor Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN or DX 720293 Birmingham 47 Telephone: 0370 606 2555
Website: http://www.sra.org.uk
When reporting please set out your concerns clearly, identify individuals you consider responsible and attach any evidence you have in support.
If we have to change any of the time scales above, we will let you know and explain why.