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Client care

Complaints

If you are unhappy with our service, please tell us. It is free. Here is how to complain, what happens next and where to go if you are still not satisfied. If you need us to make adjustments, for example large print or someone to help you complain, tell us.

In short

Phone, write or email us. We acknowledge every complaint within 5 days, investigate within 4 weeks and aim to send our final response within 8 weeks. If you are still unhappy, you can go to the Legal Ombudsman.

Last updated: 7 November 2026

Figures verified with NJS Law on 9 November 2026.

1How to make a complaint

We want to hear from you if something has gone wrong — it helps us put it right and improve our service. You can complain in whichever way suits you:

Phone01625 667 166Office hours Mon–Thu 9am–5:30pm, Fri 9am–2pm. Ask to make a complaint and we will take the details.
Emailinfo@njslaw.co.ukSend us the details of your complaint.
Existing clientsContact your file handlerUse any of the ways on our existing clients page and say you want to make a complaint.
WriteNJS Law LimitedSt George Chambers, St George's Place, Macclesfield, Cheshire SK11 8BT

2What happens next

1 · Within 5 daysWe acknowledge your complaintWe write to confirm we have received it and log it on our complaints register.
2 · ReviewOur Director responsible for Client Care reviews itJustine Sutton reviews your file, and may ask the person who handled your matter to respond.
3 · Up to 4 weeksWe investigateWe decide whether to resolve your complaint by phone or in writing, and keep you updated if it takes longer.
4 · Within 7 daysYou get our responseIf we reply in writing, you receive a detailed response with our proposed resolution within 7 days of the investigation ending.

We aim to complete our investigation and send our final written response within 8 weeks of receiving your complaint.

3If you are still not happy

If you are not satisfied with our response, you can ask the Legal Ombudsman to look at your complaint. The Legal Ombudsman is an independent body set up under the Legal Services Act 2007. You can ask the Legal Ombudsman to look at your complaint if you are not satisfied with our final response, or if we have not resolved it within 8 weeks. The Legal Ombudsman deals with complaints from clients, and from some small businesses, charities and trustees.

You must refer your complaint to the Legal Ombudsman:

  • within 6 months of our final written response; and
  • within one year of the act or omission you are complaining about, or within one year of when you should reasonably have known there was cause for complaint.
Legal Ombudsman
Phone0300 555 0333
Emailenquiries@legalombudsman.org.uk
Websitewww.legalombudsman.org.uk

4Complaints about our bill

If your complaint is about our bill, you may be able to complain to the Legal Ombudsman. You may also have the right to apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for assessment.

5Concerns about our conduct

The Solicitors Regulation Authority can help if you are concerned about our behaviour — for example dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability or another characteristic. There is no time limit for raising a concern with the SRA.

Solicitors Regulation Authority
PostThe Cube, 199 Wharfside Street, Birmingham, B1 1RN
Phone0370 606 2555
Emailreport@sra.org.uk
Websitewww.sra.org.uk

6Other options

Alternative complaints bodies — such as Ombudsman Services, ProMediate and Small Claims Mediation — also deal with complaints about legal services, but only if both you and we agree to use them.

Questions?

Not sure where to start?

Email us and we will point you in the right direction.

Email info@njslaw.co.uk

Injured and not sure where to start?

Send us your details and our team will be in touch. Free, no obligation, No Win No Fee.

No Win No Fee: The law limits our success fee to 25% of the compensation for pain, suffering and loss of amenity and for past financial losses, after any state benefits are repaid. Compensation for future losses is not counted. If you win, our success fee is deducted from your compensation. It is a percentage of our basic charges, and the law limits it as set out above. Any After the Event insurance premium is payable only if you win, and is never charged upfront. Your letter of engagement sets out exactly what you will pay for your type of claim, and we explain it before you sign. If you lose, you pay us nothing. This applies as long as you keep to your responsibilities under the agreement. You may have to pay costs if you end your claim early, fail to beat an offer the other side made, or a court finds your claim dishonest or exaggerated; where we have arranged After the Event insurance, it covers some of these costs if you keep to the policy's terms. See exactly what you pay.

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