Complaints Handling Process

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We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If at any point you become unhappy with the service we provide to you or you have concerns about your bill, then you should inform us immediately so that we can do our best to resolve the problem for you.

If you have a complaint, please contact us with the details.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve passing your complaint to our Managing Director Joanne Major, who will review your matter file and speak to the member(s) of staff against whom the complaint is made.

3. Joanne Major, where necessary and if appropriate, may invite you to attend a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.

4. Within three days of any meeting should it be deemed necessary and appropriate, Joanne Major 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, or indeed it is not considered appropriate, Joanne Major will send you a detailed written reply to your complaint, including 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 and we will arrange for someone unconnected with the matter at the firm to review her decision.

7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

8. If your complaint is in relation to Joanne Major, then it will be investigated by one of the firm’s Legal Directors or Senior Lawyers.

9. If we are unable to resolve your complaint within eight weeks after you have brought it to our attention, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about poor service from lawyers. The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. The contact details for the Legal Ombudsman are as follows:

  • Website: www.legalombudsman.org.uk
  • Email: enquiries@legalombudsman.org.uk
  • Telephone 0300 555 0333 between 8.30am to 5.30pm

Calls from both mobiles and landlines to 03 numbers cost no more than calls to national geographic numbers (starting 01 or 02). Calls are recorded and may be used for training and monitoring purposes.

  • For minicom call 0300 555 1777
  • In writing: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Do not send original documents to the Legal Ombudsman. They will scan any documents you send to make computer copies and then destroy the originals.

10. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for concerns about dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns directly with the Solicitors Regulation Authority (www.sra.org.uk).

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

12. We will not charge you for handling your complaint.

"Hugely impressed by Joanne Major’s drive, vision, and meticulous attention to detail"

I’ve always been hugely impressed by Joanne Major’s drive, vision, and meticulous attention to detail. I’m not surprised, therefore, that Joanne and her dedicated team of lawyers and support staff have rapidly gained recognition as one of the most forward-looking, innovative, client-focussed family practices in the country.

James Richardson

Family Law Counsel and Deputy District Judge

"A wealth of collaborative experience"

Joanne Major has a wealth of collaborative experience. Her delivery is strong and confident with a no nonsense approach that I came to trust. This is invaluable when clarity and action is required. Major Family Law were highly recommended to me and I would have no hesitation to pass that recommendation on.

Christine Nugent

Managing Director, Business Travel

"Both knowledgeable and approachable family lawyers"

We are happy to endorse the services provided by Joanne Major and the team at Major Family Law, Ponteland. We have a number of mutual clients who speak very highly of them. They are both knowledgeable and approachable family lawyers who are clearly client focussed.

Andrew Morgan

Partner, Nicholson & Morgan

"Family lawyer of high calibre and drive"

Having worked with Joanne Major at a large commercial firm some years ago, I am aware she is a family lawyer of high calibre and drive. During a short period of time she has put together an excellent team of intelligent, approachable lawyers who deliver first rate family law services to clients. We as a firm are happy to recommend them.

Paul McGowan

Principal Solicitor, Collingwood Legal

"We can trust them to understand what is at stake"

Joanne Major and her team are the “Go To” for any clients or contacts who come to us asking if we know any good family lawyers. We can trust them to understand what is at stake and treat each client as an individual, taking time to listen, explain & advise as we would do when faced with commercial legal issues.

Tim Clarke

Partner, Clarke Mairs LLP

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"Hugely impressed by Joanne Major’s drive, vision, and meticulous attention to detail"

I’ve always been hugely impressed by Joanne Major’s drive, vision, and meticulous attention to detail. I’m not surprised, therefore, that Joanne and her dedicated team of lawyers and support staff have rapidly gained recognition as one of the most forward-looking, innovative, client-focussed family practices in the country.

James Richardson

Family Law Counsel and Deputy District Judge

"A wealth of collaborative experience"

Joanne Major has a wealth of collaborative experience. Her delivery is strong and confident with a no nonsense approach that I came to trust. This is invaluable when clarity and action is required. Major Family Law were highly recommended to me and I would have no hesitation to pass that recommendation on.

Christine Nugent

Managing Director, Business Travel

"Both knowledgeable and approachable family lawyers"

We are happy to endorse the services provided by Joanne Major and the team at Major Family Law, Ponteland. We have a number of mutual clients who speak very highly of them. They are both knowledgeable and approachable family lawyers who are clearly client focussed.

Andrew Morgan

Partner, Nicholson & Morgan

"Family lawyer of high calibre and drive"

Having worked with Joanne Major at a large commercial firm some years ago, I am aware she is a family lawyer of high calibre and drive. During a short period of time she has put together an excellent team of intelligent, approachable lawyers who deliver first rate family law services to clients. We as a firm are happy to recommend them.

Paul McGowan

Principal Solicitor, Collingwood Legal

"We can trust them to understand what is at stake"

Joanne Major and her team are the “Go To” for any clients or contacts who come to us asking if we know any good family lawyers. We can trust them to understand what is at stake and treat each client as an individual, taking time to listen, explain & advise as we would do when faced with commercial legal issues.

Tim Clarke

Partner, Clarke Mairs LLP

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