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Complaints.

If you are unhappy or concerned about the service we have provided, please tell us so that we have the opportunity to understand the issue and try to put things right.

Make a complaint How we handle complaints
Client care

We want to provide the best possible service.

Your views are important to us. They help us make sure our service continues to meet the needs of our clients, so if something has gone wrong we would encourage you to let us know as soon as possible.

Feedback does not always need to begin as a formal complaint. If you have a concern about the way your matter is being handled, speaking to the member of staff acting for you may allow the issue to be resolved quickly and informally.

If your concern remains unresolved, or you would prefer to make a formal complaint, you can contact our Complaints Manager, Laura J Gibb, Solicitor and Director of Jane Brooks Law. A complaint may relate to the way your matter is being handled, the level of your bill or another aspect of the service you have received.

Formal complaint

Tell us what has happened.

Where possible, please give us the full nature of the problem in writing. The information below will help us identify your matter and understand your concerns.

Complaints Form

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* Full name:
* Phone:
* Email:
* Office handling your matter:
Matter / file reference:
Person acting for you:
* What does your complaint relate to?:
* Full nature of your complaint:
* Agree:
I have read and agree to the Jane Brooks Law Privacy Policy.
What happens next

How we handle a formal complaint.

Our complaints procedure sets out a clear process for acknowledging, investigating and responding to concerns raised by clients.

1. Tell us the problem

Please explain the full nature of your concern in writing where possible. You can also speak to Laura J Gibb by telephone.

2. We acknowledge it

We will acknowledge a formal complaint within five working days and explain what will happen next.

3. We investigate

The matter file and the issues raised will be reviewed. We may also discuss the complaint with the member of staff concerned.

4. We respond

We will discuss the outcome with you or provide a detailed written response and proposed solution in line with the complaints procedure.

If we cannot resolve your complaint.

You must normally give Jane Brooks Law the opportunity to consider the complaint first. If the matter remains unresolved, you may be able to ask the Legal Ombudsman to consider a complaint about our work, fees or level of service.

Legal Ombudsman

Telephone: 0300 555 0333
Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Complaints to the Legal Ombudsman are subject to eligibility requirements and time limits. Please refer to the full complaints procedure or the Legal Ombudsman website for the current rules.

Solicitors Regulation Authority

The Solicitors Regulation Authority may be able to help if your concern relates to a solicitor's conduct, honesty, ethics or integrity. Concerns about poor service are generally matters for the Legal Ombudsman rather than the SRA.

Data protection concerns

If your complaint concerns personal data or privacy rights, aspects of the matter may need to be handled under data protection legislation. Jane Brooks Law's Data Protection Officer is Stephanie J Sadofsky at sjs@janebrookslaw.co.uk. You may also have the right to contact the Information Commissioner's Office.