Conveyancing Quality
Bournville Birmingham
Astwood Bank Redditch
Solicitor
Sales and Purchases
Wills and
Probate

23(a) Sycamore Rd
Bournville
Birmingham B30 2AA
0121 414 1949

10 Avenue Road
Astwood Bank
Redditch B96 6AU
01527 892068

Freehold Reversion
Powers Of
Attorney

PRICING STRUCTURE : SRA TRANSPARENCY RULES : 2018

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COMPLAINTS : we want to give you the best possible service : however, if at any point you become unhappy or concerned about the service provided you should inform us immediately, so that we can do our best to resolve the problem

in the first instance it may be helpful to contact the person who is working on your matter to discuss your concerns and we will do our best to resolve any issues : if you would wish to make a formal complaint, then full details of our complaints procedure are set out below : making a complaint will not affect how we handle your matter

what to do if we cannot resolve your complaint

the Legal Ombudsman can help you if we are unable to resolve your complaint ourselves : they will look at your complaint independently and it will not affect how we handle your matter

before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first : if you have, then you must take your complaint to the Legal Ombudsman :

  1. within six months of receiving a final response to your complaint : and

  2. no more than six years from the date of the act/omission : or

  3. o more than three years from when you should reasonably have known there was cause for complaint

if you would like more information about the Legal Ombudsman, please contact them

contact details

visit : www.legalombudsman.org.uk

call : 0300 555 0333 between 9.00 and 17.00

email : enquiries@legalombudsman.org.uk

post : Legal Ombudsman : P O Box 6806 : Wolverhampton WV1 9WJ

what to do if you are unhappy with our behavior

The Solicitors Regulation Authority (SRA) can help you if you care concerned about our behavior : 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

visit their website to see how you can raise your concerns with the SRA

DAVID WARREN JONES

 

MY COMPLAINTS POLICY

in the event of a problem you are entitled to complain : complaints will be handled promptly, fairly and in accordance with this policy

complaint about my firm's bill :

your complaint can include a complaint about my firm’s bill : in this respect I would draw your attention to the following points with regard to my bill of costs :

  1. if you are not satisfied with the amount of my fee, I will treat this as a complaint : my complaints procedure is set out in my ‘terms of engagement’

  2. you may have the right to object to any bill of costs by complaining to the Legal Ombudsman or by applying to the Court for an assessment of the bill under Part (III) of the Solicitors Act 1974 : the Legal Ombudsman may not consider a complaint about a bill if you have applied to the Court for assessment

  3. I am entitled to charge interest on the outstanding amount of the bill in accordance with Article (5) of the Solicitors (Non-Contentious Business) Remuneration Order 2009

  4. the due date for payment is 30 days from the date of the invoice unless specific arrangements to the contrary have been made with me

  5. interest is due after the due date for payment

commitment to high quality legal service :

I am committed to providing a high-quality legal service to all my clients : when something goes wrong I need you to tell me about it : this will help me maintain and improve my standards : it is my intention that all complaints will be handled promptly, fairly and in accordance with this policy : a full copy of this policy is available to you on request

my complaints procedure

if you have a complaint, please write to me personally (David Warren Jones) with the details

what will happen next?

  1. I will send you a letter acknowledging your complaint and asking you to confirm or explain the details. I will also let you know who will be dealing with your complaint : you can expect to receive my letter within (2) working days of me receiving your complaint

  2. I will record your complaint in my central register and open a file for your complaint : I will do this within (5) working days of receiving your complaint

  3. I will acknowledge your reply and confirm what will happen next : you can expect to hear from me within (5) working days of your reply

  4. I will then start to investigate your complaint

    this may involve one or more of the following steps :

    • if I acted for you, I will consider the basis of your complaint : I will then send you my detailed reply or invite you to a meeting to discuss the matter : I will do this within (10) working days

    • if someone else (Susan Clarke) acted for you, I will ask her to give me their initial response to your complaint within (5) working days : I will do this within (5) working days

    • I will then examine their reply and the information in your complaint file : I may also speak to the person who acted for you : I will do this within (5) working days of receiving their reply and the file

    • at my discretion :

    • I may ask another independent local solicitor to investigate your complaint and report to me : I will do this within (10) working days

  5. I will then write inviting you to meet me and discuss and hopefully resolve your complaint : I will do this within (5) working days

  6. within (5) working days of the meeting I will write to you to confirm what took place and any solutions I have agreed with you

    if you do not want a meeting or it is not possible, I will send you a detailed reply to your complaint : this will include my suggestions for resolving the matter : I will do this within (10) working days of completing my investigation

  7. at this stage, if you are still not satisfied, you can write to me again : I will then arrange to review my decision : this may happen in one of the following ways :

    • I will review the decision myself within (5) working days : or

    • at my discretion :
    • I may arrange for someone who is not connected with the complaint to review my decision : I will do this within (10) working days

    • I may ask my local Law Society or another local firm of solicitors to review your complaint within (10) working days : I will let you know how long this process will take

    • I may invite you to agree to independent mediation within (10) working days : I will let you know how long this will take

  8. I will let you know the result of the review within (10) working days of the end of the review : at this time I will write to you confirming my final position on your complaint and explaining my reasons

    it is my intention to respond to all complaints in full within eight weeks

  9. if we are unable to resolve the problem between us then : you have the right to complain to the Legal Ombudsman at the conclusion of my firm’s complaints process

    the Legal Ombudsman can investigate complaints up to six years from the date of the act or omission about which you are complaining occurring or (if outside of this period) within three years of when you should reasonably have been aware of it : if you wish to refer your complaint to the Legal Ombudsman this should be done within six months of the date of my final decision on your complaint

    contact details for the Legal Ombudsman are as follows : Legal Ombudsman

    telephone : 0300 555 0333
    email : enquiries@legalombudsman.org.uk
    post : P O Box : 6806 : Wolverhampton WV1 9WJ
    website : www.legalombudsman.org.uk

if I have to change any of the timescales above, I will let you know and explain why you will not be charged for the cost of handling the complaint

DAVID WARREN JONES
SOLICITOR

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