Our Charges and Complaints Policy

Our charges

Our work mainly involves helping clients to secure NHS Continuing Healthcare funding, drafting appeals against ineligibility decisions and seeking refunds of wrongly paid care fees. 

We ensure that clients are fully aware of all costs up front. An initial consultation is always carried out at no cost to you to establish what sort of help you need. After that, all work undertaken on your behalf or advice given is chargeable. You will always be informed at the point that charges will be incurred.

In some circumstances we can offer one-off ‘fixed fees’ after a full consultation. These are offered on a case-by-case basis.

For refunds of wrongly paid care fees, we can consider entering into a contingency fee or ’no-win-no-fee’ agreement: this will also depend on your circumstances and will be offered on a case-by-case basis after a free initial consultation.

If we do not work for you under the terms of a contingency fee agreement, we will charge you as outlined below:

Rosalind carries out all work on your case unless she is consulting with third parties such as nurses or social workers for input or it is specified that another grade of fee earner will be carrying out the work. Our charges will be calculated mainly by reference to the time spent by Rosalind Hughes, solicitors and any other executive staff that may deal with some part of a client's matter. Charges are calculated on a unit basis, each unit being six minutes in length.

Other grades of fee earners:

You can make an initial enquiry by our online enquiry form or by telephone.

Just Caring Legal and Just Caring Legal Ltd are both trading names of Just Caring Legal, a company with limited liability registered in England with registered company number 13530737. Our registered office is at Unit 10 K D Tower, Cotterells, Hemel Hempstead, England, HP1 1FW. VAT registration number is 389947608.

Our main practicing office is St Peter’s Gate, Charles Street, Sunderland SR6 OAN.

Our Complaints Policy

We aim to offer all of our clients an efficient and effective service and we have excellent feedback from clients. We have currently had no complaints from clients, however, should there be any aspect of our service that you are not satisfied with, complaints may be made by telephone, email or in writing.

You should not hesitate to contact Rosalind Hughes on 01915561078 or by email on info@justcaringlegal.co.uk. Complaints in writing should be sent to this address

We will make a record of your complaint on a register and on a separate file and contact you to take further details from you about your concerns where necessary. We will then let you know how long it will take to investigate the complaint. We will record your complaint  and the issue will be fully investigated. You will then be sent a detailed reply outlining our suggestions for resolving the matter. You will not be charged for the work involved in investigating a complaint made by you.

We will make every effort to resolve complaints between ourselves and in most circumstances will look into your concerns within 3 days. If we cannot resolve a complaint through our internal procedures, you are at liberty to contact The Legal Ombudsman at: PO Box 6806, Wolverhampton, WV1 9WJ. Telephone 0300 550 333. Email enquiries@legalombudsman.org.uk.

Website www.legalombudsman.org.uk

However, our aim is to provide an excellent service and we sincerely hope that the above procedures will not be necessary.

  Contact Us

 Telephone 0191 556 1078
 0191 556 1000 (reception)
 0191 556 1001
 Email: info@justcaringlegal.co.uk
 Write to:  St Peter’s Gate, Charles Street, Sunderland, SR6 0AN

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