Complaints Policy
We are committed to providing a professional and transparent service to the legal sector. However, we recognise that from time to time concerns or complaints may arise, and we take all feedback seriously.
WHO THIS POLICY APPLIES TO
This Complaints Policy applies to UK law firms authorised and regulated by the Solicitors Regulation Authority (SRA), and to their professional staff, who engage with Nova Legal.
Nova Legal is a trading name of Jackson Lewis Limited. We are not an SRA‑regulated law practice.
HOW TO RAISE A COMPLAINT
If you are dissatisfied with any aspect of our service, we encourage you to contact us in the first instance so that we can try to resolve the matter promptly and informally.
Complaints should be raised in writing and addressed to:
Complaints Manager
Nova Legal
Rodney Chambers
40 Rodney Street
Liverpool
L1 9AA
Alternatively, complaints may be submitted by email or telephone using the contact details provided on our website.
WHAT HAPPENS NEXT
We will:
- Acknowledge your complaint within a reasonable period
- Review the issues raised fairly and objectively
- Seek to resolve the matter promptly and proportionately
We may contact you to clarify details or request further information to help us understand and address your concerns.
OUTCOME
Once our review is complete, we will provide you with a written response setting out our findings and, where appropriate, any steps we propose to take to resolve the issue.
FURTHER INFORMATION
As Nova Legal is not an SRA‑regulated law practice, complaints are not handled through the Solicitors Regulation Authority or the Legal Ombudsman.
Nothing in this Complaints Policy affects your legal rights.
We welcome feedback and view complaints as an opportunity to improve our services.