Has our legal advice not met your expectations? Take a look at our complaints policy

JNJONES SOLICITORS

COMPLAINTS HANDLING POLICY

Every solicitor in our office endeavours to maintain certain minimum standard of case management.

We are committed to providing a high-quality legal service to all our clients.

If you are not happy with our service or anything at all, we need you to tell us about it immediately. This will help us to best serve your interest and to maintain and improve our standards.

Your complaints will be handled thoroughly with respect and confidentiality.

COMPLAINTS HANDLING PROCEDURE

1. If you have any complaints regarding the conduct of your matter in this office, please contact the solicitor involved with your case, in the first instance.
2. We shall acknowledge receipt of complaint within fourteen days whether made by letter or telephone with a copy of our complaint procedure.
3. We shall pass your complaint to the principal partner, who will then proceed to investigate your complaint by reviewing your file and discussing it with the staff who might have handled the matter.
4. If it becomes necessary to invite you for a meeting to discuss this matter, then you will be invited on a date and time that is suitable for you, followed by a detailed written reply and discussion held and resolution made within 14 days.
5. Otherwise, if it is possible to resolve the matter without too much trouble to you say over the telephone, we shall endeavour to do so, followed by a detailed written reply and discussion held and resolution made, within 14 days.
   If at any stage you are still not happy, you can request for a review of the matter and any decision taken to be looked at,  again.
6. We shall then write to you within 14 days confirming your request for a review and 21 days from receiving the request for a review, we shall write to you with our final position.
7. We shall also recommend contacting the Legal Ombudsman if you are still not satisfied at this stage whose contact details are P.O. Box 6806, Wolverhampton WV1 9WJ with your complaint. The procedure is such that you will have to send in your complaint to the Legal Ombudsman within 6 months of receiving our final written response to your complaint or within 6 years of an act or omission of when the matter occurred (or if outside of this period, within 3 years of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk
8. If you believe that any of our solicitors have breached the SRA code of conduct, and after you have complained to us and you still feel unhappy about the way we have dealt with your complaint, you can make a report to the SRA at the following address: Solicitors Regulation Authority: The Cube, 199 Wharfside Street, Birmingham, BN1 1RN.
9. If you do make a valid claim against us for loss that you have incurred due to work for which we are legally responsible, you may be entitled to claim from the compensation Fund administered by the Council for Licensed Conveyancers.