02073666409
Contact Email
admin@jdssolicitors.com
Working Hours
Mon - Fri : 09:30-17:30
We are committed to providing a high-quality legal service to all our clients.
If a client wishes to make a complaint, JDS staff will NOT enter into any dialogue with the client about that complaint. JDS staff must tell the client that they will speak to the firm’s Principal about the issue. After discussing the issue with the firm Principal, the staff will advise the client on how to formally lodge a written complaint.
The firm Supervisor in consultation with the principal will immediately deal with a client’s written complaint. All remedial action about the complaint will be documented and maintained on the client file. Depending on the nature of the complaint, a review of the processes leading to the complaint will be conducted by the firm Supervisor in consultation with the principal.
We aim to deal promptly, fairly and effectively with any complaint a client may have about any aspect of our service.
We are 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 service. There is no question of any charge being made for the time taken to resolve a complaint.
If you have a complaint, please give the details (by letter, email or telephone) to the Admin Officer who will pass information to the principal. If you have not dealt directly with a partner, please refer the partner named in our engagement letter as the Lawyer responsible for supervising your matter. All complaints received by us are recorded in a central register kept by this firm (the “Central Register”).
It is possible that, after investigation, the partner to whom you first notified your complaint can quickly resolve it to your satisfaction, in which case s/he will record in writing to you and to the Central Register, within 7 days of your first contacting us, the agreed manner of resolution. If, however, your complaint is not resolved to your complete satisfaction within 7 days of your first contacting us, you should notify (by letter, email or telephone) the partner first contacted by you that you require your complaint to be investigated by another partner.
Another partner will then investigate your complaint. This will normally involve passing your complaint to our Senior Solicitor who will:
Upon going through our internal complaint procedure and remain unsatisfied with our final response/resolution, you can then refer your complaint to the Legal Ombudsman, it is an independent complaints body appointed by the Legal Services Act, who can investigate complaints about the legal service you received.
The Legal Ombudsman will usually check that you have tried to resolve your complaint with JDS Solicitors us first before then making your complaint to the Legal Ombudsman.
You must refer your complaint within six months of receiving our final response, and in any event no more than one year from either:
If you would like more information about the Legal Ombudsman, you can contact them directly.
You can contact the Legal Ombudsman by:
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
The Legal Ombudsman correspondence address is:
Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
The SRA can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
You can raise your concerns with the Solicitors Regulation Authority at any time.
Website: www.sra.org.uk
Telephone: 0370 606 2555
Address: The Cube, 199 Wharfside Street, Birmingham, B1 1RN
If we have to change any of the timescales above, we will let you know and explain why.
Responsible Officer – WILLBERFORCE EHIMIKA