Complaints Policy and Procedure
YJLC is committed to providing a high-quality service, so that the legal advice that we provide has the biggest impact for children who are in need of support.
We can learn and develop our service by listening to feedback, compliments and complaints from whose who come into contact with our service.
The following document lays out what you can expect if you are not happy with our service and wish to make a complaint.
How to make a complaint
We hope you are happy with our service but if you have any concerns you can do one of the following:
- Speak to the person you are dealing with at YJLC in the first instance so we can do our best to resolve any issues at this stage
- If you are still unhappy, contact Aika Stephenson at Just for Kids Law who will also be able to provide you with information about how your complaint will be handled and, if relevant, a copy of our Complaints and Compliments Procedure. If you are still unhappy your complaint will be referred to a member of the Just for Kids Law board.
What happens next?
- If the matter is still not resolved at the conclusion of our complaints process, you may be entitled to ask the Legal Ombudsman of England and Wales (www.legalombudsman.org.uk) to investigate your complaint. You can contact the Legal Ombudsman by phone (0300 555 0333), by email (enquiries@legalombudsman.org.uk) or by writing to:
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
- Normally you need to bring a complaint to the Legal Ombudsman within six months of receiving a written response from us about your complaint and within six years from the act or omission complained of (or, if later, within three years from the date when you should reasonably have known there was cause for complaint).
Information about professional indemnity insurance cover
We have professional indemnity insurance cover to the level of one million pounds. Our insurers are VCS Insurance Company Ltd.
Right to complain to the SRA
The advice line is run by qualified lawyers and all legal work is conducted and/or supervised by a solicitor authorised and regulated by the SRA.
The Solicitors Regulation Authority could also help you 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.
You can raise your concerns with the Solicitors Regulation Authority via the website or by calling 0370 606 2555
Right to complain to the ICO
If you are unhappy about the way we manage your personal information you have a right to object to the Information Commissioner, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF (Tel: 0303 123 1113). https://ico.org.uk/make-a-complaint/.
Privacy Notice
Please see here a copy of our Privacy Notice. If you have any questions in relation to the policy, please do not hesitate to contact us.