Complaints

  1. We operate strict client care and quality policies and always aim to provide you with the highest level of legal expertise and to be available, approachable, understandable, prompt and courteous.
  2. We will keep you informed about all important developments in your case and we will respond to your letters, emails and telephone calls promptly and efficiently.
  3. The majority of our clients are very happy with the service we provide them, but in the event that you have any cause for concern, including about a bill, then please be aware that you are entitled to make a complaint, and that you can do so by contacting our designated complaints handler, Mary Rodak (telephone: 01706 644187). If the complaint is against Mary Rodak, you can contact Susan Stoney. We take all feedback from clients seriously and operate a Complaints Handling Procedure, a copy of which is available upon request.
  4. We are usually able to deal with any concerns you have promptly and to your satisfaction, but if this is not the case, you will be able to make a complaint to the Legal Ombudsman provided you do so within six months of the end of our internal complaints procedure if you are still not satisfied with the outcome.
  5. In addition, there are time limits for bringing a complaint to the Legal Ombudsman, linked to the date of the act or omission giving rise to a complaint or the date on which you should reasonably have known there were grounds for a complaint. The relevant time limits are set out in the version of the Legal Ombudsman’s Scheme Rules in force from time to time and may only be extended by the Legal Ombudsman in exceptional circumstances. If you wish to bring a complaint to him, you should refer to the version which is in force at the time of your complaint. The Rules can be accessed at: https://www.legalombudsman.org.uk/helping-the-public/#scheme-rules.
  6. You should also be aware that, when your complaint relates to a bill, the Legal Ombudsman will not consider your complaint while your bill is being assessed by a court.
  7. A complainant to the Legal Ombudsman must be one of the following:
    (a) An individual;
    (b) A micro-enterprise as defined in European Recommendation 2003/361/EC of 6 May 2003 (broadly, an enterprise with fewer than 10 staff and a turnover or balance sheet value not exceeding €2 million);
    (c) A charity with an annual income less than £1 million;
    (d) A club, association or society with an annual income less than £1 million;
    (e) A trustee of a trust with a net asset value less than £1 million; or a personal representative or the residuary beneficiaries of an estate where a person with a complaint died before referring it to the Legal Ombudsman.
  8. If you are not, you should be aware that you can only obtain redress by using our Complaints Handling Procedure or by mediation or arbitration, or by taking action through the Courts.
  9. Legal Ombudsman Contact Details:
    (a) Address: PO Box 6806, Wolverhampton, WV1 9WJ
    (b) Telephone: 0300 555 0333
    (c) Email: enquiries@legalombudsman.org.uk
    (d) Website: www.legalombudsman.org.uk
  10. JBHS is committed to ensuring that all Partners and Employees give their full co-operation to the Legal Ombudsman in the event of any dispute or complaint against the firm.

Authorised and Regulated by the Solicitors Regulation Authority. SRA No. 51809

Solicitors Regulation Authority Handbook. (This link will open in another page)