24-hour Emergency Helpline
Telephone: 0121 212 4111

Complaints Procedure

Introduction

Any expression of dissatisfaction about the service you have received from Jonas Roy Bloom will be considered seriously and we will ensure that we respond promptly to any complaint.

Jonas Roy Bloom is committed to providing a professional, efficient and courteous service to all our clients.  If you feel that we have failed to achieve an acceptable standard of service, we want you to tell us.  We regard it as an opportunity to monitor and improve our quality of service.  We will investigate your concerns objectively and try to generate a positive and speedy solution.

What To Do If You Have A Complaint About The Service We Have Provided

In the first instance, you should contact the person dealing with your case. This is usually the person named in the initial letter we sent to you at the start of your matter. You can do this either by telephone, in writing or by email. Your complaint will be acknowledged upon receipt. In most cases the person dealing with your matter will be able to resolve your concerns immediately. If this is not possible we aim to provide a full response within ten business days. If the matter is complex you may have to wait a little longer but we will always write to you within ten business days to provide a full update on progress and give you an estimate as to when we can provide a full response.

If you are not happy with the reply provided by the person normally dealing with your case you can refer the matter to his/her supervising partner. The name of the supervising partner will also be found on your initial correspondence.  The supervising partner will consider your complaint and carry out an investigation and will provide a proposed solution within ten business days.  If the matter is complex and it takes longer to deal with your complaint, we will contact you within ten business days to give you an approximate timescale of when you can expect a response.  If we believe it would be helpful, we may suggest a meeting.

If, following investigation by the supervising partner, you remain dissatisfied with the response then your complaint may be referred to Stephen Bloom who deals with our compliance, if you prefer.

If there are any circumstances which make it difficult for you to make a complaint in writing, please call Stephen Bloom on 0121 212 4111 who will do all he can to assist you. He will ensure that your complaint about the service provided is carefully examined and resolved as quickly as possible. 

Referral To The Legal Ombudsman

If you are not satisfied with the final response of our Stephen Bloom you may refer your complaint to the Legal Ombudsman (LeO).

If you consider that your complaint has not been adequately resolved, you must take your complaint to the LeO:

  • Within six months of receiving a final response to your complaint and
  • No more than six years from the act/omission;
  • No more than three years from when you should reasonably have known there was cause for complaint.

The Legal Ombudsman’s contact details are as follows: 

Telephone: 0300 555 0333
From overseas: +44 121 245 3050
Minicom: 0300 555 1777
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: www.legalombudsman.org.uk

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Referral To The Solicitors’ Regulation Authority

The Solicitors Regulation Authority (SRA) can help you 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.

The SRA’s contact details are as follows: 

SRA Report

The Cube, 199 Wharfside Street
Birmingham
B1 1RN
DX 720293 BIRMINGHAM 47

0370 606 2555

This email address is being protected from spambots. You need JavaScript enabled to view it.