Complaints Procedure

If you are unhappy with our service

Jack Michaels is committed to providing a good standard of service. If something has gone wrong, please raise it — most concerns can be addressed quickly and informally once they are known.

Step 1 — Contact Jack Michaels directly

In the first instance, please contact Jack Michaels by email at Contact@jmichaelslaw.com. It is helpful if you can set out:

  • your name and the matter or file to which your complaint relates;
  • what you are unhappy about; and
  • what you would like to happen as a result.

Step 2 — Acknowledgement and review

Your complaint will be acknowledged in writing and reviewed carefully. Jack may need to request additional information or documents in order to investigate properly. You will be told how long the review is expected to take and kept informed of progress.

Once the review is complete, Jack will write to you setting out his findings, any proposed resolution, and the reasons for his conclusions.

Step 3 — Legal Ombudsman

If your complaint has been through Jack's complaints process and you remain unhappy with the outcome, and you are eligible, you may be able to refer your complaint to the Legal Ombudsman. The Legal Ombudsman is the independent complaints body for consumers of legal services in England and Wales.

Eligibility, time limits and the Ombudsman's process are explained on the Legal Ombudsman's website: Legal Ombudsman (placeholder link). Please note strict time limits apply for referring a complaint to the Legal Ombudsman.

Step 4 — Solicitors Regulation Authority

The Solicitors Regulation Authority (SRA) regulates solicitors in England and Wales. If you have concerns about a solicitor's professional conduct — for example, dishonesty, taking or losing your money, or treating you unfairly because of your age, disability or other characteristic — you can raise those concerns with the SRA.

Further information is available on the SRA's website: Solicitors Regulation Authority (placeholder link).