Complaints Procedure

At Medical Negligence Assist, a trading name of JF Law Ltd, we are committed to providing the highest quality of legal services. However, we understand that occasionally things may not go as expected, and if you are dissatisfied with any aspect of our service, we want to address your concerns promptly and fairly.

We take all complaints seriously and aim to resolve them in a way that is transparent, professional, and efficient. Our complaints procedure is outlined below to help guide you through the process.

Step 1: How to Make a Complaint

If you are unhappy with the service you have received, you can raise your complaint by contacting us through one of the following methods:

  • By Email: info@medicalnegligenceassist.co.uk
  • By Phone: 0800 652 3087
  • By Post: Champions Business Park, Wirral CH49 0AB

Please provide as much detail as possible, including your name, contact details, and the nature of your complaint. We also ask that you include any relevant reference numbers or documentation that might assist us in addressing the issue more effectively.

Step 2: Initial Review and Response

Once we receive your complaint, we will:

  1. Acknowledge receipt of your complaint within 3 working days.
  2. Conduct a thorough investigation into the issues raised. This may involve reviewing your file and speaking with the individuals involved in your case.
  3. We aim to provide you with a substantive response within 28 days of acknowledging your complaint. If the matter is complex and requires more time, we will keep you updated and provide a revised timeline for our response.

Step 3: Escalation of Your Complaint

If you are not satisfied with our initial response, you can escalate your complaint. Please notify us in writing, and your complaint will be reviewed by a senior manager or partner at JF Law Ltd who was not involved in the original matter.

The senior manager or partner will review the handling of your complaint and aim to provide a final response within 14 days of escalation.

Step 4: Legal Ombudsman

If you are still not satisfied after receiving our final response, or if we have not resolved your complaint within 8 weeks from the date you first raised it with us, you have the right to refer your complaint to the Legal Ombudsman.

The Legal Ombudsman can investigate complaints about poor service provided by legal service providers. You must usually refer your complaint to the Legal Ombudsman:

  • Within 6 months of receiving a final response from us, and
  • No more than 6 years from the date of the issue giving rise to your complaint, or
  • Within 3 years from when you should have reasonably known there was cause for complaint.

Legal Ombudsman Contact Details:

Step 5: Complaints about Breaches of Professional Conduct

If your complaint involves concerns about a breach of professional conduct or ethical standards by our solicitors, you may also contact the Solicitors Regulation Authority (SRA).

The SRA can investigate issues such as dishonesty, losing your money, or treating you unfairly because of your age, race, or disability.

SRA Contact Details:

Our Commitment to Improvement

At Medical Negligence Assist, we view complaints as an opportunity to improve our service. We are committed to addressing your concerns and learning from them to enhance the client experience and maintain the high standards we set for ourselves.

If you have any questions about this procedure or need assistance in making a complaint, please do not hesitate to contact us at the details provided above.