Last updated: November 2025
At Personal Injury Solicitors Direct, operated by JF Law Limited, we are committed to delivering a high standard of service to all clients and website users. If something goes wrong or you are dissatisfied with our service, we want to know so we can put things right and improve the way we operate.
How to Make a Complaint
If you wish to make a complaint, you can do so verbally or in writing. The easiest way is to email us at:
info@personalinjurysolicitorsdirect.co.uk
Please include:
- Your name and contact details
- The nature of your complaint
- Relevant dates, reference numbers or evidence (if applicable)
- What outcome or resolution you feel would be appropriate
You may also contact us in writing at:
JF Law Limited, Europa House, 1 Conway Street, Birkenhead, CH41 6RY
Or by phone: 0203 824 2808
What Happens After You Submit a Complaint
Once we receive your complaint, we follow a structured process to ensure fairness and transparency.
1. Acknowledgement
We will acknowledge your complaint within three working days. This will confirm that we have received your concerns and provide a named contact where possible.
2. Investigation
Your complaint will be reviewed by a senior member of staff who is independent of the matter you are complaining about.
They may contact you for additional information if needed.
3. Response
You will receive a full written response outlining:
- The findings of our investigation
- Any steps we have taken or will take to address the issue
- Any further options available to you
We aim to provide this response within 28 days, though more complex matters may require additional time. If so, we will keep you informed.
If You Are Not Satisfied
If you are unhappy with our final response or we fail to resolve your complaint within eight weeks, you may have the right to refer the matter to the Legal Ombudsman.
Legal Ombudsman Contact Information
- Website: www.legalombudsman.org.uk
- Phone: 0300 555 0333
- Email: enquiries@legalombudsman.org.uk
- Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
The Legal Ombudsman normally expects complaints to be brought within:
- 6 months of our final response, and
- 1 year from the date of the issue or when you first reasonably became aware of it.
Complaints About Professional Misconduct
If your concern relates to suspected professional misconduct rather than service issues, you may contact the Solicitors Regulation Authority (SRA). You can check the SRA’s guidance at: www.sra.org.uk/consumers/problems
Examples of misconduct include:
- Dishonesty
- Breaches of professional rules
- Discrimination
- Misuse of client money
Continuous Improvement
We log all complaints and monitor them to identify patterns, improve our services and reduce the likelihood of similar issues occurring in the future.
