This page explains how JSS will accept, record, investigate and resolve complaints made about its services.
JJS Complaints Procedure:
Standards of Service
JSS aims to provide all its clients with the highest standards of service and client care. If we fail to provide this to you, we need you to inform us so we can try to resolve any problems. We will also learn from them so that we can improve our service.
How to make a complaint
JSS will always try to provide you with an opportunity to tell us of your concerns and will work with you to try to resolve them.
- If you are not satisfied with any aspect of our service you may initially want to discuss this with your solicitor, to see if the matter can be resolved quickly.
- If you have spoken to your solicitor or if you do not wish to discuss your concerns with them, you may wish to make a formal complaint. You can make your complaint either verbally or in writing to solicitor manager at JSS. Which can be contacted by calling 020 3583 0173 or email: info@johnstreetsolicitors.com
Our manager is responsible for handling complaints in relation to services provided by JSS.
What Happens Next
- Our manager will acknowledge your complaint within (5 working days) of receiving it.
JSS will investigate and provide you with a response to your complaint within 5 working days of our receipt of your complaint.
If we have to change the timescale for any reason, we will let you know and explain why.
JSS will keep details of your complaint in a central register. We will also create a separate file or section in your case file in order to record details of the complaint, our investigation and JSS response to your complaint.
Investigation
Your complaint will be investigated in the following way:
- JSS manager will ask the solicitor working on your case to provide their response to your complaint.
- JSS manager will consider the solicitor’s response, the information provided in the complaint and any other relevant material (such as the contents of your case file).
- JSS Manager will prepare a written response, which will be sent to you. This response will set out the findings of the complaint investigation as well as any suggestions for resolving the matter.
- If you consider taking legal action against JSS, we confirm we have Professional Indemnity Insurance to meet any relevant claims.
Please note that if you are not satisfied with our response to your complaint or if you do not wish to complain direct to JSS, you may at any time complain directly to Solicitors regulation authority (SRA).
The SRA can be contacted at:
Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham
B1 1RN
report@sra.org.uk