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Complaints Procedure

INTRODUCTION

Our formal complaints procedure is available to all clients of JB Leitch*. If you are not a client of JB Leitch, please refer to non-client complaints below.

We are committed to providing a professional, efficient and courteous service to all our clients. If you feel that something has gone wrong or you are unhappy with any aspect of the service that we have provided to you we want you to tell us. We regard it as an opportunity to monitor and improve our quality of service and we hope to resolve any problem to your satisfaction.

We treat all complaints seriously and are committed to investigating them promptly and fairly. Making a complaint will not affect how we handle your case.

RESOLVING YOUR COMPLAINT

In the first instance you should contact the person dealing with your case. You can do this either in writing or by email. Your complaint will be acknowledged promptly.

In most cases the person dealing with your matter will be able to resolve your concerns immediately. If this is not possible we aim to provide a full response within fourteen business days.

If the matter is complex you may have to wait a little longer but we will always write to you within fourteen business days to provide a full update on progress and give you an estimate as to when we can provide a full response.

If you are not happy with the reply provided by the person normally dealing with your case you should refer the matter in writing to his or her supervising solicitor or manager explaining in as much detail as possible the nature of your continuing dissatisfaction. If you do not have the name of the supervising solicitor or manager you can contact Andy Hull on 0151 708 2250 who will provide this information.

The supervising solicitor or manager will consider your complaint, carry out an investigation and will provide a proposed solution within fourteen business days. If the matter is complex and it takes longer to deal with your complaint, we will contact you within fourteen business days to give you an approximate timescale of when you can expect a response.

If, following investigation by the supervising solicitor or manager, you remain dissatisfied with the response then your complaint may be referred to Jonathan Leitch our Principal Solicitor.

Should any circumstances exist which make it difficult for you to make a complaint in writing please contact Andy Hull on 0151 708 2250 who will do all he can to assist you.

At all times we will ensure that your complaint about the service provided by JB Leitch is carefully examined and resolved as quickly as possible.

JB Leitch Solicitors
10 Duke Street
Liverpool
L1 5AS
Telephone: 0151 708 2250
Email: mail@jbleitch.co.uk

REFERRAL TO THE LEGAL OMBUDSMAN

If you are not satisfied with the final response you may refer your complaint to the Legal Ombudsman. They will look at your complaint independently and it will not affect how we handle your case.

The Legal Ombudsman expects complaints to be made to them within six years from the date of the act or omission about which you are concerned, or three years from when you should have known about the complaint. The Legal Ombudsman will usually only consider a complaint if our internal complaints procedure has been exhausted within the last six months.

The Legal Ombudsman’s contact details are as follows:

Telephone: 0300 555 0333
From overseas: +44 121 245 3050
Minicom: 0300 555 1777
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Address: Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

THE SOLICITORS REGULATION AUTHORITY

We are regulated by the Solicitors Regulation Authority (SRA) who can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Further information is available on the SRA website which can be accessed by clicking here.

NON-CLIENT COMPLAINTS

There is no regulatory requirement to respond to a complaint from those who are not clients of our firm. If we do receive a complaint from an individual or party who is not a client of our firm, we will deal with it as we deem appropriate having regard to the following:

  • There is no duty in law or regulatory obligation upon us to respond to a complaint from someone who is not a client and we need not comment on the substance of a complaint;
  • We will act in accordance with our professional obligations and regulatory requirements in dealing with any allegations of professional misconduct.

If we do respond to your complaint we will do so in writing by email or letter. We will be courteous in our response and we may suggest that you seek your own legal advice.

As stated above we are regulated by the Solicitors Regulation Authority (SRA) who can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Further information is available on the SRA website which can be accessed by clicking here.

*'JB Leitch' refers to the JB Leitch group of companies:
JB Leitch Limited
JB Leitch Real Estate Limited