At JD Solicitors, we are committed to delivering legal services with expertise, integrity, and attention to detail. We recognise that, on occasion, a client may feel dissatisfied with an aspect of our service. If this happens, we want to hear from you. Raising a concern allows us to address the issue properly, put matters right where needed, and ensure we continue to meet the high standards our clients expect.
Our complaints procedure has been designed to deal with any concerns in a clear, structured, and timely manner. It reflects our responsibility to handle complaints fairly and in accordance with professional regulations.
If you are dissatisfied with any aspect of our service, please contact our designated Complaints Officer, Mr Ravi Dev, in writing.
If your matter was handled directly by Mr Dev, your complaint will instead be dealt with from the outset by Mr Suresh Joshi, our secondary Complaints Officer, to ensure impartiality and transparency.
Upon receipt of your complaint, we will:
Acknowledge your complaint in writing within 2 working days.
Request any additional information or clarification if necessary.
Open a dedicated complaint file and log your concern in our central register within 1 working day.
We will then outline the next steps and timelines, so you know exactly what to expect.
We aim to investigate complaints thoroughly, fairly, and promptly. Depending on who acted for you, the process will follow one of the below routes:
Mr Joshi will review your complaint impartially. Within 10 working days, he will either send you a detailed written response or invite you to a meeting to discuss the issue.
Mr Dev will request a written response from the individual concerned within 5 working days. This request will be made within 1 day of receiving your complaint.
Once the above response is received, Mr Dev will examine the matter, including your complaint file and any relevant communications. He may also speak directly with the solicitor involved. This step will be completed within 3 days of receiving their reply.
Where appropriate, an independent local solicitor may be appointed to conduct an impartial review of your complaint.
Once our internal review is concluded:
You will be invited to a meeting to discuss the outcome and proposed resolution within 3 working days of completing the investigation.
A written summary of the meeting and agreed outcome will be provided within 2 working days.
If a meeting is not feasible or declined, you will receive a comprehensive written response within 5 working days of the investigation’s conclusion, detailing our findings and any suggested resolutions.
If you remain dissatisfied after receiving our decision, you can request a further review. We will consider this in one of the following ways:
Mr Dev or Mr Joshi will re-examine the complaint and outcome within 5 working days.
We may arrange for a third party, unconnected to your case, to review the decision within 10 working days.
We may refer the matter to a solicitor nominated by the local Law Society for independent review. We will confirm the timeline in writing.
If suitable, we may propose independent mediation. You will be invited to participate within 5 working days, and we will outline the mediation timeline in advance.
We will notify you of the result of this final review within 5 working days, along with a letter confirming our final stance and reasoning.
We will also provide details of the Solicitors Regulation Authority, should you wish to escalate the matter further.
If you remain unhappy with our handling of your complaint, you may refer the matter to the Legal Ombudsman.
Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333
You must normally contact the Legal Ombudsman:
Within six months of receiving our final written response, and
Within six years of the problem occurring, or three years from when you should reasonably have been aware of the issue.
If, for any reason, we are unable to meet the outlined timescales, we will contact you promptly to explain the reason and provide a revised timeline.
Here at JD Solicitors we are specialist Criminal Defence and Motoring Offence Lawyers. We serve clients nationwide from our West Midlands offices to bring you the best legal advice for your case.
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