Last updated: November 2025
Medical Negligence Solicitors Direct, a trading name of JF Law Limited, is committed to providing a high standard of service to all clients. If something goes wrong, we want to know about it so we can put it right and improve our services.
This Complaints Procedure explains how you can raise a concern, how we will respond and your rights if you remain dissatisfied.
If you wish to make a complaint, please contact:
Medical Negligence Solicitors Direct
85 Tottenham Court Road, London W1T 4TQ
Phone: 0203 846 1981
Email: info@medicalnegligencesolicitorsdirect.co.uk
How to Make a Complaint
You can make a complaint in any of the following ways:
- By email
- By telephone
- By post to the address above
- In person at our office (by appointment)
Please provide as much detail as possible, including:
- Your full name and contact details
- Your case reference number (if applicable)
- A clear description of your concerns
- What outcome you are seeking
What Happens After You Make a Complaint
We will follow these steps:
1. Acknowledgement
We will acknowledge your complaint within three working days of receiving it. This acknowledgement will confirm who is handling your complaint.
2. Investigation
Your complaint will be investigated by a senior member of staff who is not directly involved in your case. They may contact you to request further details or clarify the issues raised.
The investigation may involve:
- Reviewing your case file
- Speaking to the staff involved
- Assessing the issues you have identified
- Considering whether service standards were met
3. Response
We aim to provide a full written response within eight weeks of receiving your complaint. If we need longer, we will explain the reason and provide a revised timescale.
Our response will include:
- A summary of your complaint
- The findings of our investigation
- Any actions we propose to take
- Information on what you can do if you remain dissatisfied
If You Are Still Unhappy
If you are not satisfied with our final response, or if eight weeks have passed without a final response, you may refer your complaint to the Legal Ombudsman.
The Legal Ombudsman can investigate complaints about poor service. You must usually bring your complaint to the Legal Ombudsman:
- Within six months of receiving our final response
- Within one year of the act or omission being complained about
- Or within one year of you becoming aware of the issue
You can contact the Legal Ombudsman using the following details:
Legal Ombudsman
PO Box 6167
Slough SL1 0EH
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Before accepting a complaint for investigation, the Legal Ombudsman will check whether you have tried to resolve the matter with us first.
Complaints About Misconduct
If your complaint relates to misconduct or a breach of professional rules, rather than service, you may report it directly to the Solicitors Regulation Authority (SRA).
Examples include:
- Dishonesty or fraud
- Misuse of client money
- Failure to act with integrity
- Discrimination
- Unauthorised practice of law
You can contact the SRA at:
Solicitors Regulation Authority
Website: www.sra.org.uk/consumers
Recording and Monitoring Complaints
We maintain a complaints log to monitor and review all complaints received. This helps us:
- Identify areas where improvements can be made
- Enhance training and supervision
- Ensure compliance with regulatory requirements
Updating This Procedure
We may update this Complaints Procedure from time to time. The version on this page is the most current. We encourage you to review it periodically.
Contact Us
If you have any questions about this Complaints Procedure, please contact:
Medical Negligence Solicitors Direct
85 Tottenham Court Road, London W1T 4TQ
Phone: 0203 846 1981
Email: info@medicalnegligencesolicitorsdirect.co.uk