Last updated: 11 September 2026

Our commitment to you

Get My Fee Back is a trading name of JG Solicitors Limited.

We want to provide every client with a high standard of service. If you become unhappy with our service or have concerns about any aspect of your matter, please tell us as soon as possible so that we have an opportunity to investigate and put things right.

Making a complaint will not affect how we deal with you or your case. Our complaints procedure is free of charge.

A copy of this procedure is available in hard copy on request.

How to make a complaint

In the first instance, please raise your concerns with the person dealing with your matter. They will try to resolve the issue with you.

If the matter cannot be resolved to your satisfaction, or you would prefer not to raise it with that person, please contact:

James Green
Managing Director
JG Solicitors Limited
Suite 1, Regents Court
39A Harrogate Road
Chapel Allerton
Leeds
LS7 3PD

Email: help@jgsolicitors.com

Telephone: 0113 345 1432

You may make a complaint verbally or in writing. You do not need to use a particular form or expressly describe your concerns as a “complaint”.

It will assist us if you provide:

• your name and contact details;
• your case or reference number, if known;
• an explanation of your concerns;
• the name of the person you have been dealing with;
• any relevant documents or information; and
• what you would like us to do to resolve the complaint.

What happens after we receive your complaint?

We will:

1. Aim to acknowledge your complaint within two working days. We will tell you who is dealing with it and may ask you to clarify or provide further information about your concerns.
2. Record the complaint in our central complaints register.
3. Investigate the complaint by reviewing the relevant file, correspondence and records and, where appropriate, speaking to the members of staff involved.
4. Contact you to discuss the complaint, seek further clarification or propose a resolution. We aim to provide our substantive response within 21 days of acknowledging your complaint, although some investigations may take longer.
5. If you remain dissatisfied and ask us to review our response, carry out a further review and write to you setting out our final position and reasons.

We may offer to discuss the complaint with you by telephone or at a meeting where this may help resolve the matter.

We will deal with your complaint fairly and impartially and will keep you informed if our investigation is likely to take longer than expected.

In all cases, we will issue our final response within eight weeks of receiving your complaint.

Putting matters right

Where we identify a mistake, misunderstanding or service failing, we will consider what can reasonably be done to put matters right and prevent the issue recurring.

Where you allege that you have suffered financial loss, we may need to consider whether the matter should be addressed directly or referred to our professional indemnity insurers. In some circumstances, we may need our insurer’s agreement before admitting liability.

If we cannot resolve your complaint

If we have not resolved your complaint within eight weeks, or you remain dissatisfied with our final response, you may be entitled to ask the Legal Ombudsman to consider it independently.

The Legal Ombudsman will ordinarily expect you to have raised the complaint with us first.

The Legal Ombudsman expects a complaint to be referred to it:

• within one year of the act or omission being complained about;
• within one year of when you should reasonably have realised there was cause for complaint; and
• within six months of receiving our final written response.

The Legal Ombudsman may exercise discretion to accept a complaint outside these time limits where it considers it fair and reasonable to do so. Eligibility and time-limit decisions are matters for the Legal Ombudsman.

You can contact the Legal Ombudsman at:

Website: www.legalombudsman.org.uk

Email: enquiries@legalombudsman.org.uk

Telephone: 0300 555 0333

Relay UK: 18001 0300 555 0333

Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

The service is free and independent.

Complaints about conduct

The Legal Ombudsman generally deals with complaints about the standard of service provided by a solicitor.

The Solicitors Regulation Authority deals with serious concerns about professional conduct, such as dishonesty, misuse of client money or serious breaches of its regulatory requirements. It does not ordinarily resolve service complaints or award compensation.

Further information about reporting conduct concerns is available at:

www.sra.org.uk/consumers/problems/report-solicitor/

Complaints about your bill

You may use this procedure if you are unhappy with our bill or charges.

You may also have a right to apply to the court for an assessment of our charges under Part III of the Solicitors Act 1974. Different time limits and rules apply to such applications, and you may wish to obtain independent legal advice.

The Legal Ombudsman may decide not to consider a complaint about a bill if you have already applied to the court for an assessment.

Alternative dispute resolution

If our internal complaints procedure has been exhausted and the complaint remains unresolved, our final response will contain any additional information about an approved alternative dispute-resolution body that we are required to provide, including whether we agree to use that body’s procedure.

Accessibility and assistance

Please tell us if you need this procedure in another format or require reasonable adjustments or other assistance to make a complaint.

You may authorise another person to complain on your behalf. We may require evidence of your authority before discussing confidential information with them.

Learning from complaints

We record and review complaints to identify lessons and improve our procedures, communications and client service.