CLIENT
RESOURCES
COMPLAINTS POLICY
At John Black Solicitors, we're dedicated to delivering exceptional legal services to each and every one of our clients. But we understand that we're only human, and mistakes can happen from time to time.
That's why we need your help to maintain our high standards. If you have any concerns or feedback, please don't hesitate to let us know as soon as possible. We're committed to listening to your feedback and making any necessary improvements to better serve you. So speak up and let us know how we can help.
Responsibility
Joanne Black is the Complaints Manager, and she has responsibility for the investigation and monitoring of all complaints received by the Firm. She may delegate certain duties in this regard but will retain the overall responsibility. If the complaint involves Joanne Black then, then John Black will be responsible for the investigation and monitoring of it or delegate it to a Solicitor of supervisor standard.
How do I make a complaint?
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided, then 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 case to discuss your concerns, and we will do our best to resolve any issues. If you want to complain formally, you can read our full complaint procedure. Making a complaint will not affect how we handle your case.
Joanne Black – John Black Solicitors, Arlington House, Bloom Street, Manchester M3 6AJ
Telephone – 0161 972 5999
Email – joanne.black@jbs-law.co.uk
If your complaint is about Joanne Black, then you should contact us for further information, as we will identify either an alternative member of staff or an external complaints handler to deal with the matter.
Frequently Asked Questions
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To ensure that we understand your complaint and are able to investigate it fully, we need you to provide us with the following information:-
Your full name, address and contact details.
What you think has gone wrong and the nature of your complaint.
What outcome do you hope to achieve as a result of your complaint?
Your case reference number
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We will first record your complaint and acknowledge receipt of this to you within 7 working days by letter or email.
We will fully investigate your complaint, and this will include reviewing your complaint itself, reviewing your file of papers and any other relevant documents and reviewing/discussing the matter with the person who handled your case.
We may need to request further information or documentation from you, and if this is required, we will make such a request in writing by letter or email within a specified time frame.
We may invite you to meet (virtually or in person) to discuss your complaint. You do not have to attend any meeting if you do not wish or are unable to do so. We are also happy to discuss matters with you by telephone.
We will keep you updated throughout the progress of your complaint and advise you of the outcome as well as any necessary action that is taken.
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We will not charge you for handling any complaint. If you are unhappy about the handling of your complaint, then the Legal Ombudsman service is also free of charge.
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If you are unhappy with the outcome following our internal complaints review, then please let us know, and we will consider matters further to try and resolve your concerns.
If we are unable to do so, then you can raise your concerns with the Legal Ombudsman, who can be contacted with the details below:-
Legal Ombudsman, PO BOX 6806, Wolverhampton WV1 9WJ
Telephone – 0300 555 0333
Email - enquiries@legalombudsman.org.uk
You must usually raise your concern with the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint. Full details can be found on their website at www.legalombudsman.org.uk
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If you are not a client then we will only be able to deal with a complaint if you are alleging that we have acted in breach of the Solicitors Code of Conduct.
Please contact Joanne Black in the first instance with details of your complaint and we will try to resolve matters to your satisfaction.
Alternatively you can contact the Solicitors Regulation Authority whose details are listed above.
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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 case.
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:
*Within six months of receiving our final response to your complaint
and
*No more than one year from the date of the act or omission being complained about; or
* No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information about the Legal Ombudsman contact:
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
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The Solicitors Regulation Authority can help if you are concerned about our behaviour. 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 Solicitors Regulation Authority.
Solicitors Regulation Authority – The Cube, 199 Wharfside Street, Birmingham B1 1RN
Telephone – 0370 606 2555
Complaints Policy Download
At John Black Solicitors, we strive to provide the highest level of service to our clients. However, we understand that there may be instances where you are dissatisfied with our services or have concerns regarding our performance. In such cases, we value your feedback and aim to resolve any issues efficiently and effectively.
This policy outlines our entire procedure for handling complaints and ensures that we address your concerns in a fair and transparent manner. Download the entire Complaints Policy ⬇︎