Complaints

Complaints

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 at this stage.  If you would like to make a formal complaint, then you can read our full complaints procedure below.  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 a final response to your complaint

and

  • no more than six years for 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.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority 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.

You can raise your concerns with the Solicitors Regulation Authority, see www.sra.org.uk

Complaints Procedure

If you have a complaint, please contact Steven Sprakes, Head of Client Service and Compliance.  You can write to him at Marina Court, Castle Street, Hull HU1 1TJ; or e-mail him at steven.sprakes@andrewjackson.co.uk.  Mr Sprakes, will deal with your complaint personally. Please note that our complaints procedure is free of charge and no fees will be raised regarding the investigation of your complaint.

What Will Happen Next?

  • We will send you a letter (usually within 7 days) acknowledging your complaint, specifying the length of time it will take to investigate your complaint and respond to it in writing.
  • We will record your complaint in our central register and open a file for your complaint.
  • As part of the investigation of your complaint, Mr Sprakes will take the following action upon receipt of your complaint:
  • he will ask the person who acted for you to comment on your complaint within 7 days;
  • he will read your file;
  • he may also need to discuss your complaint with the relevant Departmental Head.

after taking the above action, Mr Sprakes will write to you within the time frame set out in the letter acknowledging your complaint, setting out the conclusions of the investigation into your complaint.

  • If you are not satisfied with his final written decision then you have the right to refer your complaint to The Legal Ombudsman (contact details above), within 6 months for the date of that decision.
  • Please note that you can bring a complaint within a period of 6 years from the date of the act/omission you wish to complain about or 3 years from the date when you become aware of your entitlement to bring your complaint. The Legal Ombudsman may not accept a complaint where the act or the date of awareness of your right to complain goes beyond the 6th October 2010.  If you have any concerns as to whether you are within the time limit for making a complaint you should contact the Legal Ombudsman to seek his guidance at the address, telephone numbers or email address detailed above.

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

Here to
help you

Call us

Hull +44 (0)1482 325 242

York +44 (0)1904 275 250

Grimsby +44 (0)1472 267 770

Scarborough +44 (0)1723 882 500

Let's keep in touch!

To receive regular updates such as newsletters, legal updates and invitations to upcoming events please fill in your details below.

I agree that Andrew Jackson Solicitors LLP will retain my details on its database, and may sometimes use the details in accordance with its Privacy Notice to send marketing materials to me.



We use cookies to ensure that we give you the best experience on our website. If you continue without changing your settings, we'll assume that you are happy to receive all cookies on the Andrew Jackson Solicitors LLP website. However, you can change your cookie preferences at any time through your browser settings. Click here to view our cookies policy.