K & J Solicitors

Complaints Procedure

Our Complaints Handling Policy

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
 
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues . If you would like to make a formal complaint, then you can read our full complaints procedure. Making a complaint will not affect how we handle your case.

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 our final response to your complaint
    and
  • No more than one year from the date of 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.

For more information contatct the Legal Ombudsman

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.

Our Complaints Handling Procedure

If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. K.J. & Co Solicitors Third Floor, Suite 308 Heraldic House, 160-162 Cranbrook Road, Ilford, Essex, IG1 4PE.

What Will Happen Next?

1. We will send you a letter acknowledging receipt of your complaint within five days of your raising concerns, enclosing a copy of this procedure.

2. We will then investigate you complaint. This will normally involve passing your complaint to our client care partner, Khalida Ahmed, who will review your matter file and speak to the member of staff who acted for you.

3. Khalid Ahmed or the fee earner will call you to establish what the issue are to see if these can be resolved and we will then invite you to meeting to discuss and, it is hoped, resolve your complaint. She will do this within 14 days of the complaint being received. If you are not well to visit the office we can arrange a home visit.

4. Within three days of the meeting, Khalida Ahmed will write to you to confirm what took place and any solutions she has agreed with you.

5. If you do not want a meeting or it is not possible, Khalida Ahmed will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another partner to review the decision.

7. We will write to you within 14 days of receiving you request foe a review, confirming our final position on you compliant the explaining our reason.

8. If you are still not satisfied, you can then contact the Legal Ombudsman, PO Box 6167 Slough SL1 0EH or call 03005550333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.

If we have to change any of the timescale above, we will let you know and explain why.

  • [email protected]
  • Third Floor, Suite 308-309 Heraldic House,
    160-162 Cranbrook Road,
    Ilford, Essex, IG1 4PE.
  • 0208 679 0661
  • 0208 679 0147
  • Office Hours: Monday-Friday:
    09.30am - 5.30pm
    Saturday appointments available by prior arrangement (and deposit paid for consultation)

We Help Solve Your Legal Issues

We are a small firm and work as a family unit. We offer a bespoke service with our clients. We go through their matters and prepare a case plan as to how to move forward. We hold our client’s hands from start to finish.

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