Complaints procedure
Our commitment
If you are unhappy with our service, we want to hear about it and put things right. This procedure explains how to complain, who will deal with it and how long each step takes.
It applies to anyone who has instructed Just Litigate Ltd (company no. 16120684), or who has dealt with us about a matter. Complaining is free and will not affect how we handle your matter.
How to make a complaint
Jonathan Edwards is responsible for handling complaints. Please contact him by any of these routes:
| Route | Details |
|---|---|
| jonathan@justlitigate.co.uk | |
| Post | Complaints, Just Litigate Ltd, 40 Woodford Avenue, Gants Hill, Essex IG2 6XQ |
| Phone | 020 8923 9230, Monday to Friday, 9:30am to 5:30pm |
If you complain by phone, we will write to you to confirm what we have understood your complaint to be.
To help us deal with it quickly, please tell us:
- your name, contact details and matter reference, if you have one
- what went wrong, and when
- how you would like us to put it right
- copies of any documents that support your complaint
What happens next
We aim to give you a full written response within 14 working days of receiving your complaint.
- Acknowledgement within 3 working days. We confirm we have your complaint and who is dealing with it.
- Investigation. Jonathan reviews your file, speaks to the people involved and may ask you for more information.
- Full response within 14 working days. We write to you with our findings, what we will do to put things right, and the reasons for our decision.
If we need longer, for example because the matter is complex, we will tell you why and give you a new date. We will not take more than 8 weeks in total to reach a final decision.
If you are not satisfied: review
If you are unhappy with our response, you can ask for a review within 28 days of receiving it. Our CEO, Arunan Sriskandarajah, will review your complaint afresh and send you a final written decision within 14 working days of your request.
If your complaint is about Jonathan, Arunan will handle it from the start, and the review will be carried out by another senior team member who was not involved in your matter.
If you are still unhappy
Just Litigate is not regulated by the Solicitors Regulation Authority or the Bar Standards Board. This means the Legal Ombudsman cannot consider complaints about our own services, and you cannot claim from the SRA Compensation Fund.
If our final decision does not resolve your complaint, you can:
- Complain to a partner firm about its work. If one of our partner firms of solicitors acted for you, that firm is regulated by the SRA. Complaints about its work go to that firm, and then to the Legal Ombudsman if it cannot resolve them.
- Get free advice. Citizens Advice can explain your options, including going to court.
Records and confidentiality
We keep a record of every complaint and its outcome for 6 years, and we review complaints regularly to improve our service. Your complaint is handled confidentially and in line with UK data protection law. We do not charge for handling complaints.