Complaints Policy

JNS Solicitors > Complaints Policy

We value your business and aim to provide a high-quality service. If you have any concerns or are dissatisfied with our services, it is important that you let us know immediately so we can address them promptly. Resolving your concerns will also help us improve our standards.

Our Complaints Procedure

If you are dissatisfied with the service provided or with a charge on a bill, you should first contact the member of staff handling your matter. They will try to resolve your concerns informally and as quickly as possible.

If you remain dissatisfied, the member of staff will inform you about our formal complaints procedure and provide a copy of this policy.

Stage 1

You should write to Snezhana (Ana) Postolovska, our Principal Solicitor, by:

  • Email: [email protected]
  • Phone: +44(0)2036260759
  • Post:
    JNS Solicitors
    60 London Wall
    London EC2N 5TQ

Please outline the reasons for your dissatisfaction and, if possible, specify the action you would like us to take to remedy the issue.

Stage 2

  • We will acknowledge receipt of your complaint within five working days and inform you of the name of the person handling your complaint.
  • For an independent and objective perspective, we may outsource the complaint to an independent complaints handler.
  • Your complaint will be recorded in our central register, which is regularly reviewed by the firm.

Stage 3

  • The person investigating the complaint will have access to all necessary information and personnel to carry out a thorough investigation.
  • They may contact you directly to confirm the details of your complaint and request any additional information required.
  • We aim to recommend actions that align with the standards of the Legal Ombudsman in resolving your complaint.

Stage 4

  • Once the investigation is complete, the person handling your complaint will provide you with a detailed assessment report, including recommendations for resolving the issue.
  • This report will first be reviewed by our partners.
  • If the complaint is outsourced, we will generally follow the independent handler’s recommendations. If we do not, we will explain our reasons to you.
  • We will provide you with a final response within eight weeks of receiving your complaint. If there are delays, we will inform you of the reasons.

Stage 5 – Escalating to the Legal Ombudsman

If you remain dissatisfied after our final response, you may contact the Legal Ombudsman at:

  • Telephone: 0300 555 0333
  • Overseas: +44 12 245 3050
  • Email: [email protected]
  • Address: PO Box 6806, Wolverhampton, WV1 9WJ

The Legal Ombudsman service is available to members of the public, very small businesses, charities, clubs, and trusts. If you are unsure whether your complaint is eligible, you should contact the Legal Ombudsman directly.

Time Limits for Legal Ombudsman Complaints

  • You must contact the Legal Ombudsman within one year of the act or omission you are concerned about, or within one year of discovering the issue.
  • You must also refer your complaint to the Legal Ombudsman within six months of receiving our final response.

Alternatively, you may consider using other complaints bodies, such as ProMediate, which are competent to handle legal services complaints. However, JNS Solicitors does not typically agree to use ProMediate, preferring the Legal Ombudsman’s adjudication process.

Complaints About Fees

If you are dissatisfied with a bill, you have the right to apply to the High Court for an assessment of our charges by an Officer of the Court under sections 70, 71, and 72 of the Solicitors Act 1974. We recommend using our complaints procedure before taking this step.

Complaints About Misconduct

If you have concerns about misconduct or breaches of the SRA Code of Conduct (e.g., dishonesty, taking or losing your money, or discrimination), you can report the matter to the Solicitors Regulation Authority (SRA):