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  • Global House, 1 Ashley Avenue, Epsom, Surrey. KT18 5AD

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Mon – Fri 8:30am – 5pm

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  • Global House, 1 Ashley Avenue, Epsom, Surrey. KT18 5AD
Get In Touch
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Your Right to Make a Complaint
Our Complaints Procedure

Our Policy

You have the right to complain to us. You will not be charged for any time spent handling your complaint. You can request a copy of this Complaints Procedure at any time.
We issue all clients with a copy of this Complaints Procedure:
  • On instruction of our Firm.
  • When you raise a complaint.
We shall aim to deal with any complaint that we may receive promptly, fairly, openly, and effectively.

Making a Complaint

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.
If you have any concerns about the service you have received from the Firm, you can refer the matter to the Firm’s Complaints Manager, who is Jacqueline Lewis, by writing to Jacky Lewis Family Law, Global House, 1 Ashley Avenue, Epsom, Surrey. KT18 5AD, or by email to jacky@jackylewisfamilylaw.co.uk or by telephone to 01372 253377.
Making a complaint will not affect how we handle your case. If you need to make a complaint, you should:
  • Complain as soon as possible.
  • Provide your full name and contact details.
  • Provide us with your file reference number if you have it.
  • Be clear on what the issue is and how you would like it to be resolved.
  • Allow us up to eight weeks to resolve your complaint.
If you require any help in making your complaint, we will try to help you.

Handling and Resolving a Complaint

We will write to you within three working days acknowledging your complaint, enclosing a copy of this policy.
We will investigate your complaint. This will usually involve:
  • Reviewing your complaint.
  • Reviewing your file(s) and other relevant documents.
  • Liaising with the person who dealt with your matter.
We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
We will update you on the progress of your complaint at appropriate times. We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you by telephone or video conference.
We will provide you with a written outcome following an investigation into your complaint to tell you what we have done and what we propose to do to resolve your complaint.
If we cannot resolve your complaint, if I have dealt with your case as a solicitor, you can speak directly to the Legal Ombudsman, provided that you fit one of the following categories:
  • an individual.
  • a business or enterprise that was a micro-enterprise (European Union definition) when it referred the complaint to the authorised person.
  • a charity that had an annual income net of tax of less than £1 million when it referred the complaint to the authorised person.
  • a club/association/organisation, the affairs of which are managed by its members/a committee/a committee of its members, that had an annual income net of tax of less than £1 million when it referred the complaint to the authorised person.
  • a trustee of a trust that had an asset value of less than £1million when it referred the complaint to the authorised person.
  • a personal representative or beneficiary of the estate of a person who, before he/she died, had not referred the complaint to the Legal Ombudsman.
They will look at your complaint independently and it will not affect how we handle your case. The Legal Ombudsman’s service is free of charge and can investigate complaints about the legal service you have received from us.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned, or within one year from when you should have known about the complaint. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. The Legal Ombudsman will only extend these time limits if they determine it to be fair and reasonable to do so.
If you would like more information about the Legal Ombudsman, please contact them as follows:
  • Website: www.legalombudsman.org.uk
  • Phone Number: 0300 555 0333 between 9am to 5pm.
  • Email: enquiries@legalombudsman.org.uk
  • Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
For complaints that relate specifically to an alleged breach of the SRA Standards and Regulations including the SRA Accounts Rules, you should refer the matter to the Solicitors Regulation Authority (SRA). This could be for things like general misconduct, losing your money or treating you unfairly because of your age, a disability or other characteristic. The SRA will not investigate complaints about services provided by the Firm. They will refer such matters to the Legal Ombudsman.
  • Website: https://www.sra.org.uk/consumers/problems/
  • Phone Number: 0370 606 2555 between 8am to 5pm. Except Tuesday 9:30am to 5pm.
  • Contact page: https://www.sra.org.uk/home/contact-us/

If your matter is a mediation matter, then, if it does not prove possible to settle things using my complaint’s procedure, you may then in some circumstances refer your complaint to the Family Mediation Standards Board for consideration in accordance with their complaints procedure, rather than the Legal Ombudsman. You can see the FMSB complaints policy on the Family Mediation Council website at www.familymediationcouncil.org.uk complaints-about-mediators/. Their contact details are as follows:-

  • Website: http://www.familymediationcouncil.org.uk
  • Telephone: 01707 594055 (Between 9am to 3pm Monday to Friday)
  • Contact form: http://www.familymediationcouncil.org.uk/us/contact-us/