Our Practice

 

The Firm

We are based in Central London within one mile of the High Court of Justice. Our central location enables our clients to have easy access to our offices from all parts of Greater London.

Our unique approach to Client Care and the specialist Barristers we instruct are the main reasons for our success and the good reputation we have built in the legal field.

The majority of our instructions is through recommendation and established clients of the firm.

Our Partners’ combined experience of over 30 years in their respective specialist areas of practice make us one of the leading firms in Greater London. Our commercial awareness sets us apart from many of the other Firms in Greater London.

Our aim is to provide a personal legal service with care and attention and tailored to the needs of each and every client.

Our Complaint’s Procedure

Our complaints policy

JW Solicitors is committed to providing a high quality legal service to all our clients. However, if t 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.

Our complaints procedure

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.

If you have a concern or a complaint that has not been dealt with to your satisfaction by the person handling your case and you wish to make a formal complaint please contact us in writing with any supporting documents you may have so this can be addressed.

Making a complaint will not affect how we handle your case.

What will happen next?

  • We will send you a letter acknowledging receipt of your complaint within five working days of our receiving the complaint, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally involve passing your complaint to a partner who has not had any involvement with your case, who will review your matter file and speak to the member of staff who acted for you.
  • You will then be invited to a meeting to discuss your complaint with the hope that it can be resolved. We will do this within 21 days of sending you the acknowledgement letter.
  • Within 7 working days of the meeting, we will write to you to confirm what took place and any solutions that have been agreed with you.
  • If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of receiving your response to the invitation.
  • After receiving our response, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response with any further documents you may wish to provide in support of your complaint and we will review your file again. Depending on the matter we may at this stage arrange for another partner to review the decision.
  • 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.

If we cannot resolve your complaint:

  • Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. You can contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.

    Your complaint to the Legal Ombudsman should be no more than 6 years from the date of the act/omission; or

    No more than 3 years from when you should reasonably have known there was cause for complaint
  • The Solicitors Regulation Authority can help you if you have any concerns about us. This could be for things such as dishonesty or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority



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

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