Expected better service

I am writing to formally raise a concern regarding the poor service I received from Jade Jason during our recent interaction. I kindly request that you review the recording of our conversation from today to fully understand the nature of my complaint.

During the call, I explained the issue I am currently facing and expected professional legal guidance, including proper research and reference to relevant case law. Instead, I was met with resistance and what I experienced as a dismissive and argumentative attitude. Rather than investigating the legal aspects of my matter, Jade engaged in a debate that became so frustrating it left me feeling angry and unsupported.

This experience is especially disappointing given the consistently good service I’ve received from LAW FOR ALL in the past. I believe that if my case were to be taken to the Community Schemes Ombud Service (CSOS), there is a strong likelihood of a favorable outcome. However, when I brought this up, Jade incorrectly told me it wasn’t possible. When I mentioned that I had consulted with another legal professional who confirmed that it was, she shifted her stance and claimed landlord approval would be required — a statement she made without providing any supporting legal reference.

Jade came across as someone who is unwilling to listen to clients and unwilling to conduct the necessary research to provide accurate legal advice. It felt as though she expected me to accept her position without question, which is unacceptable when dealing with complex and stressful legal matters.

To add to my frustration, Jade mentioned that she would send me an email requesting the documents needed to investigate the matter further. However, more than two hours have passed and I have yet to receive any communication. The call also ended abruptly, with no clear conclusion or reassurance that my case would be taken seriously.

I want to make it clear that I do not wish to continue working with Jade Jason on this matter. I request that another legal professional be assigned to assist me going forward. However, I do expect a phone call from Jade to apologise for the way she handled our conversation.

This is not just another case to me — I am dealing with a serious, highly stressful situation, and I rely on my legal service provider to help reduce that burden, not add to it.

I trust you will treat this complaint with the seriousness it deserves.