Complaints procedure

Introduction

We aim to provide our clients with the highest standards of care.  If, however, you feel that we have not done so and you wish to make a complaint, this procedure explains our internal complaints system.  Where problems have arisen we will try our best to put things right as quickly as possible.

Making a complaint

• Please contact the person who usually deals with your case and let them know what you wish to complain about.  It would be helpful if you could do this in writing if possible and with as much detail as you can.

• If you do not wish to complain to the person who usually deals with your case (perhaps because the complaint is about them), please contact Jenny Roberts on Jenny.roberts@hughjonessolicitors.co.uk or on 0161 871 3690, who is the Director at Hugh Jones Solicitors, with responsibility for sorting out complaints.

• We will confirm to you that we have received your complaint within 48 hours of receiving it.

• We will respond to your complaint in writing, within 14 days of receiving it and sooner if we can.

• If you would like to meet with us to discuss your complaint, please let us know. 

Legal Services Ombudsman

What if I am not satisfied with the outcome?

• If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter.

• If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:
• by post at PO Box 6167, Slough, SL1 0EH
• by telephone: 0300 555 0333, or
• via their website: www.legalombudsman.org.uk

• You must usually refer your complaint within six months of our final written response to your complaint and within one year of the act or omission about which you are complaining occurring (or within one year of you becoming aware of it). Further details are available on the website: www.legalombudsman.org.uk.

• Alternative complaints bodies (such as Ombudsman Services) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.  We will consider whether we wish to use such a scheme on a case by case basis.