We are not authorised by the Financial Conduct Authority. However, we are included
on the register maintained by the Financial Conduct Authority so that we can carry on insurance mediation activity,
which is broadly the advising on, selling and administration of insurance contracts. The relevant register is called the EPF
register. This part of our business, including arrangements for complaints or redress if something goes wrong, is regulated
by the Solicitors Regulation Authority (or Council for Licensed Conveyancers). The register can be accessed via the Financial
Conduct Authority Website.
Anaysse-Jacobs Solicitors has notified the Information Commission that
it is a data controller and its registration number is ZA146317.
We do not collect any personal information on this website.
Complaints Handling Policy
We are committed to providing a high quality
legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve
our standards.In the first instance it may be helpful to contact the person who is working on your case to discuss
your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then please read
below . Making a complaint will not affect how we handle your case.
Our complaints procedure
If you have a complaint about our service or a bill that we have rendered on or both, please contact us with the details.
The person to contact is Nicole Jacobs, and she can be reached at:
Anaysse-Jacobs Solicitors Second Floor Equitable
House, 7 General Gordon Square , London SE18 6FH
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint
within 7 days of us receiving the complaint, enclosing a copy of this procedure.
2. We will then investigate your
complaint. This will normally involve passing your complaint to Nicole Jacobs who will review your file and speak
to the member of staff who acted for you.
3. Nicole Jacobs will then invite you to a meeting to discuss and hopefully
resolve your complaint. This will be done within 14 days of sending you the acknowledgement letter.
4. Within 7
days of the meeting, Nicole Jacobs will write to you to confirm what took place and any solutions she has agreed
5. If you do not want a meeting or it is not possible, Nicole Jacobs will send you a detailed
written reply to your complaint, including her suggestions for resolving the matter, within 28 days of sending you the acknowledgement
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another
partner or someone unconnected with the matter at the practice to review the decision.
7. We will write to you within
14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If we have to change any of the timescales above, we will let you know and explain why.
still unresolved at this stage, you may take your complaint to the Legal Ombudsman.Normally, you will have to bring your complaint
to the Legal Ombudsman within 6 months of receiving a final response from us about your complaint and 6 years from the date
of the act or omission giving rise to the complaint or alternatively 3 years from the date you should reasonably have
known there are grounds for complaint (if the act/omission took place before 6 October 2010 or was more than 6 years ago).
The address of the Legal Ombudsman is: PO Box 6806, Wolverhampton, WV1 9WJ; telephone, 0300 555 0333;
or view their website at www.legalombudsman.org.uk, email enquiries to: firstname.lastname@example.org
A complainant to the Legal Ombudsman must be one of the following:
• An individual;
• A micro-enterprise as defined in European Recommendation 2003/361/EC of 6 May
2003 (broadly, an enterprise with fewer than 10 staff and a turnover or balance sheet value not exceeding €2 million);
• A charity with an annual income less than £1 million;
• A club, association or society
with an annual income less than £1 million;
• A trustee of a trust with a net asset value less than £1
million; or a personal representative or the residuary beneficiaries of an estate where a person with a complaint died before
referring it to the Legal Ombudsman.
• If you do not fall into any of these categories, you should be aware
that you can only obtain redress by using our Complaints Handling Procedure or by mediation or arbitration, or by taking action
through the Courts.
Kindly note that you have the right to object to your bill by making a complaint to the appropriate
body referred to above and/or by applying to the Court for an assessment of the bill under Part III of the Solicitors'
Act 1974 and, if all or part of our bill remains unpaid, we may be entitled to charge interest.
Procedure for complaining about
your solicitor - If
you wish to make a complaint about the behaviour of your solicitor
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, closing the practice without telling you, breaking the Solicitors’ Code of Conduct.