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Complaints Procedure

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 improve our standards.

If you have a complaint, please contact Mrs Sara Taylor, Compliance Manager, with the details.  You can write to her at Unity Hall, Smyth Street, Wakefield, WF1 1EP, email her at [email protected] or telephone her on 01924 387110.

Please note that with effect from 1 April 2023 the time limits for referring a complaint to the Legal Ombudsman will be not later than:

  • one year from the date of the act or omission being complained about; or
  • one year from the date when the complainant should have realised that there was cause for complaint.

 

What will happen next?

  1. Within five working days we will send you a letter or an e-mail acknowledging your complaint. We may ask you to confirm or explain any details so that we fully understand your complaint.
  2. We will then investigate your complaint. This will normally involve Mrs Taylor, Compliance Manager, reviewing your matter file and speaking to the member of staff who acted for you.
  3. If we need more information from you to understand your complaint, we will either contact you to discuss your complaint further, or invite you to meet Mrs Taylor.

  4. Once we have investigated your complaint Mrs Taylor will write to you to explain her findings about your complaint and the conclusion which Miss Lewis reaches about your complaint. This conclusion will either:

    -  Uphold your complaint. If your complaint is upheld Mrs Taylor will explain what went wrong and how the firm proposes to remedy your complaint; or
    -  Reject your complaint. If Mrs Taylor does not agree with your complaint about the firm and she believes we provided you with a reasonable service she will provide you with a final and clear explanation about how she reached that decision and where appropriate, show you the evidence Mrs Taylor has to reject your complaint.
     

  5. We aim to respond to your complaint following our investigation as soon as possible. The time for our response will depend upon the nature of your complaint.  In any event, we must respond to your complaint within eight weeks of your first contacting us with your complaint.  If we do not, you may refer your complaint directly to the Legal Ombudsman.
  6. If you remain dissatisfied with our response to your complaint, we will consider any further information you may wish to send. Mrs Taylor will review her decision and write to you again with her revised decision about your complaint.
  7. If you still remain dissatisfied as to the way the firm has handled your complaint, you can then contact the Legal Ombudsman. You have six months from the date of our final letter in which to complain to the Legal Ombudsman.

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

Telephone: 0300 555 0333
Email address: [email protected]
Website: www.legalombudsman.org.uk.

8. You can also report a solicitor to the SRA here: SRA | Reporting a solicitor or firm to us | Solicitors Regulation Authority.

 

Alternative complaints bodies such as Ombudsman Services exist which are competent to deal with complaints about legal services should both you and Jordans Solicitors wish to use such a scheme.

We do not agree to use Ombudsman Services.