Complaints Handling Procedure
Our complaints handling policy
Jones & Co. is committed to providing a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. At Jones & Co, we define a complaint to be:
“An oral or written expression of dissatisfaction which alleges that the Complainant has suffered (or may suffer) financial loss, distress, inconvenience or other detriment.”
Our complaints handling procedure
If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. Please write to us with details, addressing your letter to Mr Andrew Bevan, Client Services Partner at Jones & Co., 48 High Street, Bawtry, Doncaster DN10 6JB. You will not be charged for the work required to investigate and process your complaint.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within five working days of your raising your concerns, enclosing a copy of this procedure. Your complaint will be recorded in our central register and allocated a reference number.
2. We will then investigate your complaint. This will involve passing your complaint to our Client Services Partner, Mr Bevan, who will review your matter file and speak to the member of staff who acted for you.
3. Depending upon the nature of your complaint, Mr Bevan will either (i) invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 21 days of sending you the acknowledgement letter. Within three days of the meeting, Mr Bevan will write to you to confirm what took place and any solutions he has agreed with you; or (ii) if you do not want a meeting or it is not possible, Mr Bevan will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
4. At this stage, if you are still not satisfied, you should contact us again within 21 days to explain why you remain unhappy with our response and we will review your comments.
5. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
6. If you are still not satisfied, you can then contact the Legal Ombudsman at P O Box 6806, Wolverhampton WV1 9WJ or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.
If we have to change any of the timescales above, we will let you know and explain why.
Complaints to the Solicitor’s Regulation Authority
The SRA deal with cases where firms or those they regulate have breached the SRA Principles. Most of the time, complaints about Solicitors are about poor service, and therefore should be sent to the Legal Ombudsman (see above). If the Legal Ombudsman thinks your case involves a breach of the SRA Principles, they will refer your case to the SRA. Likewise, if you report a Solicitor to the SRA for poor service, they will refer your case to the Legal Ombudsman. Further information in this regard can be found on the SRA website, namely www.sra.org.uk