Complaints Procedure

How to raise a concern

Purpose : J SAIMON LAW LTD is committed to providing a high level of service to all clients. If something goes wrong, we need you to tell us about it. This will help us to improve our standards. This document outlines the procedure to follow if you have a complaint.

Please fill in our prescribed complaint form and attach all supporting evidence to ensure we can handle your complaint properly.

What happens next

Upon receiving your completed complaint form and all necessary details and supporting evidence, we will take the following steps to address your concern:

1. Acknowledgment

   1.Acknowledgment: We will acknowledge receipt of your complaint within 5 working days. This acknowledgment will confirm that we have received your complaint.

2. Investigation

   2.Investigation: Our team will conduct a thorough investigation into the matter. This will involve reviewing your case file, speaking with the relevant individuals, and examining any supporting documentation you have provided.

3. Response

   3.Response: Upon completion of the investigation, we will contact you to discuss the findings. Depending on the nature and complexity of the complaint, we may arrange a meeting, or we may respond via email or letter.

   • Our response will include: A summary of the investigation.
   • Our conclusions: Any proposed actions to resolve the issue.

4. Resolution

   4.Resolution: Our goal is to resolve the matter fairly and professionally, ensuring that we address your concerns and take steps to prevent similar issues in the future. We strive to improve our standards of service continually.

Thank you for bringing this matter to our attention. Your feedback is invaluable in helping us maintain our high standards of service and client satisfaction. We strive to resolve any complaints within 10 to 12 weeks.