Complaints procedure at Justizia Law
At Justizia Law, we value any feedback from our clients, positive or negative. We treat all complaints about our service extremely seriously so that we can continue to improve the service for you and give you the highest possible standard of service.
You can contact us in writing (by email or letter). In the first instance, it may be helpful to contact the person dealing with your matter, who will do their best to resolve your concerns. If you do not feel able to discuss your concerns with them, please contact the person responsible for the overall supervision of your matter, who will be named in the client care letter we sent you at the beginning of your matter.
To help us understand, and in order that we do not miss anything, please tell us:
- Your full name and contact details;
- What you think we have got wrong;
- How you would like your complaint to be resolved; and
- Your file reference number (if you have it).
If you require any help in making your complaint, we will try to help you.
Stage 1 — making an initial complaint
Procedure following acknowledgement of a formal complaint:
- When you have made your complaint in writing, via email or letter, we will acknowledge your complaint within 3 working days of receiving the complaint;
- A full formal response will then be provided within 10 working days;
- We will tell you the name of the person handling the matter;
- As well as being informed of the person dealing with your complaint, our designated complaints team and a Director will also be notified;
- We will deal with your complaint efficiently and investigate fully. Some complaints may be referred directly to a Director for investigation;
- All of your files will be updated, detailing your complaint and the outcome.
Stage 2 — further complaint?
If you remain dissatisfied with our service after making an initial complaint to the person dealing with your matter, as well as the person with overall supervision, please contact us and make your complaint for the attention of the Directors:
When you have made your complaint in writing, via letter or email, a member of the board of Directors will acknowledge your complaint within 3 working days of receiving the complaint and a full formal response will be provided within 10 working days thereafter.
What to do if we cannot resolve your complaint
Where we are unable to resolve a complaint to your satisfaction within eight weeks of you having submitted that complaint, you may have the right to complain to the Legal Ombudsman.
The Legal Ombudsman can look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. There are time constraints within which you can involve the Legal Ombudsman. Effective from 1 April 2023, the Legal Ombudsman scheme rules say they can only look at your complaint if:
- Your complaint is made within one year of the problem happening; or
- Your complaint is made within one year from when you found out about the problem; and
- You refer your complaint to the Ombudsman within six months of our final response.
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
Data protection complaints
Separately from complaints about the quality of our legal service, you also have a right to complain to us directly about how we have collected, used, stored or shared your personal data. This right is set out in the Data (Use and Access) Act 2025, and sits alongside your existing rights under the UK GDPR and the Data Protection Act 2018.
If you are concerned about how we have handled your personal data, please raise this in writing (by email or letter) using the same contact details for the attention of the Complaints Department set out above. We will acknowledge your data protection complaint within 3 working days of receipt and provide a full response within 10 working days thereafter.
If you remain dissatisfied with our response, you have the right to complain to the Information Commissioner's Office (ICO), the UK's independent regulator for data protection matters, using the contact details set out in our Privacy Notice.
What will it cost?
You will not be charged for our work investigating a complaint made by you. Please note that if we have issued a bill for work done on a matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is explained within our Terms and Conditions of Business. The Legal Ombudsman service is free of charge.
Special requirements
If because of a special need you require us to deal with your complaint or communicate with you in a particular way, please let us know so that, in as far as is practicable, this may be accommodated.
Contact us
If you have any questions or comments, wish to complain, or simply need more information, please contact us using our contact form or the details available on this website.
Contact usLast update · 22 July 2026