Complaints Policy

Introduction

I, Ryan Jarvis, trading as Ryan Jarvis Law®, am committed to providing a high-quality legal service to all my clients. However, if you feel that the service you have received falls below the standard you expected, I want to hear about it. This complaints policy explains how you can raise a complaint, how I will handle it, and what you can expect from the process.

How to Make a Complaint

If you are unhappy with any aspect of the service you have received, please contact me as soon as possible. You can raise your complaint in any of the following ways:

Information to Provide

To help me investigate and resolve your complaint as quickly as possible, please provide the following information:

  • Your full name and contact details.

  • Details of your complaint, including what you feel went wrong.

  • Any relevant documents or correspondence.

  • What you would like me to do to resolve your complaint.

Handling Your Complaint

Upon receiving your complaint, I will:

  1. Acknowledge Receipt: I will acknowledge receipt of your complaint within 5 working days. This may be by letter, email, or telephone, depending on how you raised your complaint.

  2. Investigate: I will carry out a thorough investigation of your complaint. This may involve reviewing your case file, speaking to the relevant team members, and considering any other relevant information.

  3. Respond: I will provide a detailed response within 28 days of acknowledging your complaint. If the investigation takes longer, I will keep you informed of the progress and provide a new timeframe for my response.

Outcome

My response will include:

  • A summary of your complaint.

  • The findings of my investigation.

  • Any proposed actions to resolve the matter.

  • Any changes or improvements to my practice to prevent similar issues in the future.

Further Steps

If you are not satisfied with my response, you can request a further review. I will review your complaint again and provide a final response within 14 days.

Escalating Your Complaint

If you remain dissatisfied after my final response, you have the right to refer your complaint to CILEx Regulation. CILEx Regulation can investigate complaints about Chartered Legal Executives and other regulated members.

Contact Details for CILEx Regulation:

You should contact CILEx Regulation within six months of receiving my final response and no later than six years from the date of the act or omission or three years from when you should reasonably have known there was cause for complaint.

Complaints About Professional Misconduct

If your complaint involves professional misconduct, you may also contact CILEx Regulation. CILEx Regulation can investigate concerns about professional conduct, including dishonesty, discrimination, and breaches of the CILEx Code of Conduct.

Record Keeping

I will keep a record of your complaint and all related correspondence and documents for six years from the conclusion of the complaint process. This helps me monitor and improve my services.

Continuous Improvement

I am committed to learning from complaints and improving the quality of my services. All complaints and feedback are reviewed to identify any patterns or areas for improvement.

Contact Information

If you have any questions about this complaints policy, please contact me at:

Ryan Jarvis

Ryan Jarvis Law®
Postal Point 428
Manchester
M8 2FS

Email: ryan.jarvis@ryanjarvis.law

Phone: 0161 528 9071

This complaints policy was last updated on 25th May 2024.

Previous

Billing and Fees Policy
Next

Conflict of Interest Policy