Complaints Procedure England and Wales

You can find the complaints procedure for Scotland here.

 

Whilst Just Employment Law makes every effort to provide an excellent service to its clients at all times, should you be in any way dissatisfied with the service you have received, you may raise a complaint with Just Employment Law Ltd in accordance with our complaints procedure.

 

Overview

The purposes of our complaints procedure are as follows:

  1. To give all clients guidance as to the appropriate procedure for raising a complaint.
  2. To ensure that clients have the right to request that a complaint be considered.
  3. To ensure that any client complaint is dealt with fairly at all times.


Submission of Complaints

Clients may submit a complaint to Just Employment Law Ltd by intimating the grounds for complaint either by telephone, in person, in writing or by email.
Complaints should be addressed to the Managing Director, David McRae.


A complaint submitted more than six months after you become aware of the cause of your complaint will only be considered by us in exceptional circumstances.

 

Acknowledgment of Complaints

Within five working days of receiving your complaint, we will write to you acknowledging receipt of your complaint, identifying the Director who will be dealing with your complaint and outlining the procedure to be followed. A further copy of this procedure will be provided to you at this time.

 

Investigating Complaints

When a complaint is received, either verbally or in writing, a Director of the company will undertake such investigation as is considered necessary to address that particular complaint.


Wherever possible, the Director charged with the responsibility of investigating the complaint will have had no prior involvement in the circumstances giving rise to the complaint.


Normally, we will invite you to attend a meeting with the Director investigating the complaint to discuss matters fully. This meeting will, wherever possible, take place within 21 days of our receipt of your complaint.

 

Determining Complaints

The Director responsible for dealing with your complaint will have full authority to resolve the complaint in whatever manner he or she thinks fit, taking full account of the nature of your complaint and any financial loss and/or inconvenience you have suffered.

We aim to provide you with our final response to your complaint as quickly as possible, having fully reviewed and considered the circumstances of your complaint.


Within 28 days of receiving your complaint, we will write to you either:

  1. providing you with our final response to your complaint; or
  2. explaining why we are not yet in a position to do so and indicating when you might expect to receive our final response.

Within 56 days of receiving your complaint, we will write to you either:

  1. providing you with our final response to your complaint; or
  2. explaining why we are still unable to provide our final response, indicating when you might expect to receive our final response and informing you that if you are dissatisfied with the delay, you may refer the matter to the Claims Management Regulator.

A final response to your complaint will always be provided in writing and will outline the following:

  1. a summary of your complaint;
  2. details of the investigation carried out;
  3. the investigating Director’s findings of fact in relation to your complaint;
  4. the investigating Director’s decision as to whether your complaint should be upheld (in full or in part) or not upheld;
  5. where your complaint has been upheld (in full or in part), the company’s proposals for resolution of the matter.
  6. confirmation of your right to refer the matter to the Claims Management Regulator if you are dissatisfied with our final response and full contact details for the Claims Management Regulator.

 

Recording of Complaints

All documentation relating to your complaint will be retained and processed by Just Employment Law Ltd in accordance with the Data Protection Act 1998 and any relevant guidance issued by the Information Commissioner.