• 365 Employment Law Limited Complaints 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.

    Our Complaints Procedure

    If you have a complaint, write to us with the details.

    1. We will send you a letter or e-mail acknowledging your complaint and asking you to confirm or explain any details that may be unclear from your initial communication. We will confirm who will be dealing with your complaint.
    2. We will investigate your complaint and then, if necessary, Alex Jones will invite you to discuss matters further. He will then write to you to confirm what was discussed and any solutions he has agreed with you.
    3. If a meeting is not appropriate, we will reply to your complaint, with any suggestions for resolving the matter.
    4. If you are not satisfied, then you should write to us, and we will consider any further points to conclude the complaint.
    5. Response Times – Written complaints will be acknowledged within 7 working days of receipt. We will complete the review of your complaint within 8 weeks of your initial complaint letter.
    6. Unresolved Issues – If you are not satisfied with the outcome, you have the right to ask the Legal Ombudsman to consider the complaint.

    Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

    Tel – 0300 555 0333



    You must refer your complaint to the Legal Ombudsman within 12 months of the written response.

    1. The Solicitors Regulation Authority (SRA) can help you 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, sex, race, a disability or other protected characteristic.

    You can raise your concerns with the SRA by following the guidance on their website www.sra.org.uk or accessed via this link


    You do not have to be a client of this firm in order to be able to complain to the SRA

    1. This complaints procedure is designed to address complaints of inadequate service. If you think we have made a mistake, we may have to report this to our insurers.  In that event we are sometimes obliged to discuss the matter with them before we can respond. At that stage you may be advised of the need to take advice from an independent solicitor, but we will, where possible, seek to put matters right. However, sometimes our professional rules deem it to be a conflict of interest if we advise further in situations where we are alleged to have made a mistake. If you make a claim against us because you believe we have made a mistake or have been negligent, this may affect your ability to complain to the Legal Ombudsman, whilst the claim is running.
    2. If your complaint is about the amount you have been charged, please note that you have the right to apply to the Court to have our invoice assessed, as set out on our invoices sent to you. This is a complex procedure on which we would suggest you seek independent advice.

    If you have any further questions, please don’t hesitate to get in touch with us.