1. Jane Glass aims to provide you with the best possible service but if at any point you become concerned or unhappy about the service you have received, you should inform her immediately so she can try to resolve the problem.
2. In the first instance, she will do her best to resolve the matter informally. If that is not possible, then please email her to make a formal complaint. Making a complaint will not affect how she handles your matter.
3. She will then have eight weeks to consider the complaint, during which time she will suggest a meeting (if that would assist) and respond in writing. She will reconsider the conclusion she reaches if you remain unhappy.
4. At the end of the process, or after eight weeks, if the matter has not been resolved, you may be able to take the complaint to the Legal Ombudsman. The Legal Ombudsman will want to check that you have tried to resolve the complaint with Jane Glass first.  The time scales for doing so are as follows:

• within six months of receiving Jane Glass’s final response to the complaint; and
• no more than one year from the date of act/omission; or
• no more than one year from when you should reasonably have known there was cause for complaint.

The Legal Ombudsman can be contacted by:

• Visiting www.legalombudsman.org.uk
• Calling 0300 555 0333 between 09:00 and 17:00
• Emailing enquiries@legalombudsman.org.uk
• Writing to Legal Ombudsman PO Box 6806 Wolverhampton, WV1 9WJ

What to do if you are unhappy with Jane Glass’s behaviour:

• The Solicitors Regulation Authority (“SRA”) can help if you are concerned about Jane Glass’s 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.
• The SRA’s website sra.org.uk contains information about raising concerns about solicitors and law firms.