Complaints Procedure

At No Win No Fee Expert, a trading name of JF Law Limited, we are committed to delivering high-quality legal support, particularly for clients seeking compensation following injury, negligence or harm caused by third parties.

We aim to provide clear advice, professional representation and transparent communication at every stage of your claim. However, if you feel that our service or the service provided by one of our solicitors has fallen below the standard you expect, we welcome your feedback. Raising concerns helps us address issues promptly and improve the service we provide to all clients.

This page explains how to make a complaint and what you can expect from our complaints handling process.

How To Raise A Complaint

If you are unhappy with any aspect of our service, you can contact us using any of the following methods:

When contacting us, please provide as much detail as possible about your concern, including your name, contact information, file reference (if known), and a clear description of the issue. This will help us investigate and respond efficiently.

Complaints About A Solicitor

If your complaint relates specifically to the service provided by one of our solicitors, please contact us first so that we can attempt to resolve the matter internally.

We take all complaints seriously and will investigate fairly and impartially. If you remain dissatisfied after receiving our final response, you may have the right to refer your complaint to the Legal Ombudsman, which is an independent body established to resolve disputes between legal service providers and their clients.

Legal Ombudsman Contact Details

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Website: https://www.legalombudsman.org.uk

The Legal Ombudsman will normally expect you to have given us the opportunity to resolve your complaint before contacting them. Time limits may apply, so you should review their guidance for full details.

Scotland

If you are based in Scotland and wish to raise a complaint about legal services provided there, you may contact the Scottish Legal Complaints Commission:

Scottish Legal Complaints Commission
The Stamp Office
10 – 14 Waterloo Place
Edinburgh
EH1 3EG

Telephone: 0131 201 2130
Fax: 0131 201 2131
Email: enquiries@scottishlegalcomplaints.org.uk
Website: https://www.scottishlegalcomplaints.org.uk

Our Complaints Handling Process

We operate a structured complaints procedure designed to ensure all concerns are handled promptly, fairly and transparently.

Once your complaint is received:

Acknowledgement
We will acknowledge your complaint within five working days. This acknowledgement will confirm that your complaint has been received and will include details of our complaints handling process.

Investigation and Updates
We will carry out a full and fair investigation of your concerns. Within four weeks of acknowledging your complaint, we will provide either:

  • A final written response outlining our findings and any proposed resolution, or

  • An update explaining the progress of our investigation and the reasons for any delay

Final Response
If we are unable to provide a final response within eight weeks, we will write to you explaining the reason for the delay and confirming when you can expect a full response.

Our aim is always to resolve complaints as quickly as possible while ensuring that every matter receives careful consideration.

Our Commitment To Continuous Improvement

We value all feedback and use it to improve our services, procedures and client care standards. Complaints are handled constructively and are treated as an opportunity to enhance the quality of the legal services we provide.

You can find further information about how we protect and support our clients in the following documents available on our website:

Solicitors Regulation Authority (SRA)

JF Law Limited is authorised and regulated by the Solicitors Regulation Authority (SRA).

If you believe a firm or solicitor has breached SRA rules or acted dishonestly, you may report the matter directly to the SRA. The SRA does not usually resolve individual complaints but can investigate regulatory or disciplinary issues.

SRA Contact Details

Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham
B1 1RN

Telephone: 0370 606 2555
Website: https://www.sra.org.uk

Contact Us

If you have any questions about this complaints procedure or wish to raise a concern, please contact us:

No Win No Fee Expert
A trading name of JF Law Limited
Europa House
1 Conway Street
Birkenhead
CH41 6RY

Website: www.nowinnofeeexpert.co.uk
Email: info@nowinnofeeexpert.co.uk