Complaints and Disputes

We are committed to providing a high-quality and cost-effective service that ensures our clients’ are satisfied that we have met their needs and objectives. If something goes wrong, we need you to tell us about it. We are committed to resolving any problems with you quickly and in a constructive way and to continually improve our standards.

In the first instance please contact the client partner handling your matter. If however, you feel that raising the issue with the partner concerned is not appropriate then please contact Jane Ker by email to jane.k@joelsonlaw.com or by letter to 2 Marylebone Road, London, NW1 4DF.

We will review your complaint and respond to you within 14 days of receipt of your complaint. Our response will include a proposal for resolving matters which we will do in eight weeks of your complaint. If you are still unsatisfied we will ask another partner to review your complaint and communicate their findings to you.

If we are unable to resolve your complaint the Legal Ombudsman may be able to consider your complaint. There are restrictions to this service for organisations which are set out on their website. You must bring your complaint to the Legal Ombudsman within 6 months of the date of the final complaint response. The time limits for referring a complaint the Legal Ombudsman is either one year from the act/omission: or one year from when the complainant should reasonably have known there was cause for a complaint.

Contact details for the Legal Ombudsman are as follows:

Address: PO Box 6167, Slough, SL1 0EH

Telephone 0300 555 0333 or if calling from overseas +44 121 245 3050

Email enquiries@legalombudsman.org.uk

Website www.legalombudsman.org.uk

SRA

You can complain to The Solicitors Regulation Authority (SRA) If you are concerned that we have been dishonest or have concerns about our behaviour. Examples of complaints handled by The SRA include: • Shutting down the law firm without telling you. • Dishonesty or deliberately overcharging you. • Taking or losing your money. • Treating you unfairly because of your age, a disability or other characteristic The SRA can be contacted: By post to Solicitors Regulation Authority,The Cube,199 Wharfside Street,Birmingham, B1 1RN By phone 0370 606 2555. By email to www.sra.org.uk/contactus

Online Dispute Resolution Service

If you are a client and we have made a contract with you by electronic means you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. This service can be found at http://ec.europa.eu/odr.  Our email address is  hello@joelsonlaw.com