Our Complaints Policy

JPL are committed to providing a high-quality service to all of its clients and, in the unlikely event that something should go wrong, we want to be able to put it right.

This policy explains how we will deal with any complaint that is referred to us. Your complaint might concern the way in which you have been dealt with, the quality of advice you have received or an invoice that you have received.

Our complaints procedure

If you have a complaint, then please contact Oliver Joseph. You can write to him at Joseph Property law, St. David’s Business Centre, New Road, Newtown, Powys SY16 1RB or you can email him at oliver@josephpropertylaw.com

It would be best if you could put your concerns into writing, but if you would prefer not to, or if you would find it difficult to do so, then Oliver can be contacted by phone at 01686 626145.

To explain to you how long this process might take we have included our target times for each stage of the process. Where, for any reason, it is not possible to observe any of these limits we will let you know and explain why.

What will happen next?

1. On receipt of your complaint, we will send you a letter acknowledging your complaint within two days and will complete our initial examination within seven days.
2. We will then invite you to a meeting or we will write to you to ask for further information. Alternatively, we will write to you setting out our views on the situation and suggesting any redress that we would feel to be appropriate. We aim to write to you with our views and any suggestions within seven days of completing our investigations.
3. Where we feel that we have failed in our standards we will offer an apology and we may offer a reduction of any bill or a repayment in relation to any payment received.
4. If, by this stage, you are still not satisfied, please let us know. It would be helpful to us if you could do so within the next 21 days. We will then arrange to review our decision. We would generally aim to do this within ten days of hearing from you.
5. We will let you know the result of the review within seven days of the end of the review and will do so by writing to you to confirm our final position on your complaint and explaining our reasons.

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.

The Ombudsman will expect us to have concluded our examination of your complaint.

The services provided by the Legal Ombudsman are limited to individuals and smaller organisations – for more details see the Ombudsman’s website.

The full details of how to contact this office are as follows:

• Telephone: 0300 555 0333
• Minicom: 0300 555 1777
• E-mail: enquiries@legalombudsman.org.uk
• Website: www.legalombudsman.org.uk
• Address: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

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 (www.sra.org.uk).