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Complaints Procedure



We take very seriously all expressions of dissatisfaction from our clients.  If you have received this document it is likely that you have already expressed your concerns verbally or in writing to your solicitor, their supervisor or partner responsible for dealing with complaints.  This document explains our procedure for handling complaints to ensure that each complaint is dealt with swiftly in an attempt to reach an amicable and satisfactory solution.

Reporting and Investigation Responsibilities

Informal verbal complaints should be addressed to your solicitor in the first instance.  If you are not satisfied with their proposals, then the matter should be taken up with the Partner/Principal responsible for their work or directed to the Complaints Partner, namely Kauser Dossani.  If the matter cannot be resolved informally with your solicitor it would assist investigations if you were to fully detail your concerns in writing so there is less room for misunderstanding your concerns and requirements.

Response Times

Written complaints will be acknowledged within 7 days of receipt whereby the name of the person responsible for handling the complaint will be confirmed.  A full reply will be sent as soon as the matter has been investigated and our proposals for dealing with your concerns have been agreed upon.  In any case, we will always endeavour to provide a full response within 21 days of our acknowledgement.  If that is not possible, an interim response will be given explaining why it is not possible to meet this deadline, when we expect our investigations to be completed and a response finalised.

Unresolved Issues

If, in the unusual event that we are unable to resolve the matter to your satisfaction and you are still unhappy, you are able to take the matter up with the Legal Ombudsman.  Contact details for the Legal Ombudsman are as follows: –

Address: The Legal Ombudsman, PO Box 6806 Wolverhampton WV1 9WJ


Telephone: 0300 555 0333

You can obtain more information about complaints and what the Legal Ombudsman can do, on the website at

If you wish to involve the Legal Ombudsman you should do so no later than 6 months after the date of our final response.


All complaints (written or verbal) are recorded and logged centrally to enable us to detect recurring problems and trends.  In recording such information, we will comply with our obligations under the Data Protection Act 1988.  As necessary, we will implement corrective action in response to individual complaints and improvement measures to prevent adverse trends and correct recurring problems.  In this manner, we aim to constantly improve the service we provide.

Client Complaint Information

Jones & Duffin Solicitors

142 Narborough Road



Main Line – 0116 2221555