COMPLAINTS PROCEDURE

At Johnson & Boon we are committed to providing a high-quality service to all our Clients. However, if a Client believes that something is wrong, we would like them to tell us about it so that we can do our best to put things right.

Our employees pride themselves on providing a high standard of client care, are fully trained on how these standards are to be met and the duties we have towards our Clients. We take any complaint very seriously and try to learn from them to help improve our services in the future.

We will always deal with any complaint thoroughly, fairly and free of charge. You can make a complaint verbally to the person handling your case or to their manager, by letter, email, or this website. On request, we can provide you with a pre-paid business reply envelope.

Our Complaints Procedure

1. 1. Your complaint will be logged onto our system.
   2. Your complaint will then be reviewed by the solicitor dealing with your case, who may need to ask you for additional information.
   3. The solicitor will provide you with a comprehensive response within 21 days (unless they are absent in which case it will be assigned to another manager within the company) including suggesting options that are available to you by way of a remedy.
   4. If after receiving the initial response, you advise that you remain unsatisfied, we will arrange for the decision to be reviewed by one of the Directors within 21 days as the final stage of our formal complaints procedure.
   5. What to do if we cannot resolve your complaint – 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.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.If you would like more information about the Legal Ombudsman, please contact them.Visit: legalombudsman.org.uk
      Call: 0300 555 0333 between 9.00 to 17.00.
      Email: [email protected]
      Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
   6. What to do if you are unhappy with our behaviour – The Solicitors Regulation Authority can help 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. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

The Ombudsman might not be able to consider your complaint if what you are complaining about happened more than six years ago or you are complaining more than three years after you realised (or should have realised) that there was a problem. If your complaint is outside of the time limit you may ask the Ombudsman whether they will be prepared to accept the complaint however they will only do so where they believe that the delay for raising the complaint was because of exceptional circumstances.

IF YOU DECIDE TO REFER THE COMPLAINT TO THE OMBUDSMAN YOU MUST DO SO WITHIN SIX MONTHS OF THE DATE OF OUR FINAL RESPONSE LETTER.

We would refer you to the Ombudsman’s website for further information which is www.legalombudsman.org.uk As an alternative to the Ombudsman, you have the option of referring the matter to the Alternative Dispute Resolution.

Further details can be found at the following website https://www.citizensadvice.org.uk