Jackie Scott Ltd

We aim to provide an effective and efficient service to all clients. We are committed to offer a high level of service but understand that we will not always be right and a client may be unhappy, including in relation to the invoice. We therefore ask that our clients tell us in writing if they are dissatisfied with the service we have provided.

What is a complaint?

A complaint is an expression of dissatisfaction whether oral or written that implies the complainant has suffered, or may suffer, a detriment that could cause distress, financial loss or an inconvenience to them.

Who to contact?

If you have a complaint, we would ask that this is set out in writing and forwarded to Jackie Scott who is the Director of Jackie Scott Ltd, 74 Felpham Road, Felpham, Bognor Regis, West Sussex, PO22 7NZ.

What happens next?

Once we have received your complaint, we aim to deal with it as quickly as possible. We will contact you within seven days with an acknowledgement of your complaint and a statement of your complaint as we understand it. It may well be that we require further details and these will be requested in the letter. You will also be told of the latest date by which you will receive a full response to your claim and this will be no more than 28 days after your initial complaint letter is received.

We will enter the details of your complaint into our Complaints Register and open a file.

We will make an impartial and comprehensive assessment of your complaint and complete a sufficient and fair investigation allowing the staff member involved to provide a statement of account.

We may invite you to attend a meeting with the person dealing with your complaint in order to discuss and resolve the issue. If a meeting has taken place, we will write to you within five days to confirm the content of the meeting and the agreed solution.

If a meeting is not undertaken, we will write to you with the result of our finding and should your complaint be upheld this letter will include our offer of remedial action or redress.

Should remedial action be offered and subsequently accepted, we will action the remedy within 28 days of receipt of your written acceptance.

In the event that you are still dissatisfied with our handling of your complaint you may contact the Legal Ombudsman and ask them to consider the complaint further.

The contact details are as follows:-

Legal Ombudsman
PO BOX 6806
Wolverhampton
WV1 9WJ

Tel No : 0300 555 0333

Email : enquiries@legalombudsman.org.uk

Website : www.legalombudsman.org.uk

Please note that unless it agrees that there are good reasons not to do so, the Legal Ombudsman will expect you to allow us to consider and respond to your complaint in accordance with the procedure set out above in the first instance.

When referring a complaint to the Legal Ombudsman, you must do so within six months of receiving our final written response to your complaint. You may also use this service if we have not responded to your claim within 8 weeks of response. A complaint must be referred to the Legal Ombudsman within six years from the date of the act or omission or up to 3 years after discovering a problem.

The Legal Ombudsman will only deal with complaints that are related to the service we have provided. If you have a complaint regarding our conduct, this must be referred to the Council for Licensed Conveyancers.

If you make a valid claim against us for a loss arising out of work for which we are legally responsible, and we are unable to meet our liability in full, you may be entitled to claim from the Compensation Fund administered by the Council for Licensed Conveyancers (from whom details can be obtained).

Alternatives

Alternative complaints bodies such as ADR Group (www.adrgroup.co.uk) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We do agree to use this type of scheme and in particular the ADR Group.

Council for Licensed Conveyancers – Reporting Problems