Complaints Procedure

Last Updated: 17 March 2026

At Public Interest Lawyers, a trading name of JF Law Limited, we are committed to providing a high standard of service to all our clients. We understand that when you seek legal support, you expect clear communication, professionalism, and effective handling of your claim.

If at any point you feel that our service, or the service provided by a solicitor we have introduced you to, has not met your expectations, we want to hear from you. Raising a concern gives us the opportunity to put things right and improve our service for the future.

How To Make A Complaint

You can raise a complaint with us in any of the following ways:

We recommend that you provide as much detail as possible about your concern, including your name, contact details, and a clear description of the issue.

How We Handle Your Complaint

All complaints are handled by our Head of Complaints, Samantha Skubic, who oversees the process to ensure fairness, transparency, and prompt resolution.

Our procedure is as follows:

  • We will acknowledge your complaint within 5 working days of receiving it

  • We will investigate your concerns and may contact you for further information

  • Within 4 weeks, we will either:

    • Provide a final response outlining our findings and any action taken, or

    • Update you on progress if the investigation is ongoing

If we are unable to provide a final response within 8 weeks, we will:

  • Explain the reason for the delay

  • Provide an estimated timeframe for a full response

If You Are Not Satisfied With Our Response

If you are unhappy with our final response, or if 8 weeks have passed without resolution, you may have the right to refer your complaint to the Legal Ombudsman.

The Legal Ombudsman is an independent body that investigates complaints about legal services.

Contact details:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Website: www.legalombudsman.org.uk

There are time limits for bringing a complaint to the Legal Ombudsman, typically:

  • Within 6 months of receiving our final response

  • And within 1 year from the act or omission you are complaining about

Complaints About Solicitors

If your complaint relates specifically to a solicitor handling your case, we recommend raising your concerns directly with that firm in the first instance, as they will have their own complaints procedure.

If you are unsure how to do this, or would like assistance, we can help guide you and ensure your concerns are directed appropriately.

If you remain dissatisfied after completing the solicitor’s complaints process, you may escalate the matter to the Legal Ombudsman.

Our Commitment To You

We take all complaints seriously and use feedback to improve our services. Our aim is to:

  • Resolve complaints as quickly and fairly as possible

  • Communicate clearly throughout the process

  • Learn from issues to enhance client experience

We are committed to maintaining the highest professional standards in line with our regulatory obligations.

Privacy

Any personal data provided as part of a complaint will be handled in accordance with our Privacy Policy.