Complaints procedure

Please read our complaints procedure and if you have any concerns, please get in touch.

Our complaints procedure

Jones Kinvig Lawyers are authorised and regulated by the Solicitors Regulation Authority in the United Kingdom.

The directors of Jones Kinvig Lawyers are solicitors authorised to practise in England and Wales, and regulated by the Solicitors Regulation Authority in the United Kingdom. The firm’s SRA number is 568007

Our professional rules and code of conduct are at The contact details for the Solicitors Regulation Authority are 199 Wharfside Street, Birmingham, B1 1RN (postal address); (email); 0870 606 2555 (telephone); +44 (0) 121 329 6800 (International telephone).

Our VAT registration number is 132 3096 44.

We maintain compulsory professional indemnity insurance of at least £3 million, each and every claim. The name of our primary layer insurer is International Insurance Company of Hannover Ltd. Their contact details are c/o Fishburns Solicitors, 6th Floor, 60 Fenchurch Street, London, EC3M 4AD ; 0207 280 8955 (telephone). Details of the minimum terms for the compulsory insurance, including territorial coverage, can be found at

Our complaints policy

We are committed to providing a good legal service to all our clients, and we are committed to treating our clients fairly. If you feel that something goes wrong, we want you to tell us about it.

Our complaints procedure

If you are dissatisfied with the service you have received, or if you would like us to review our advice, please write to the person who is dealing with your matter first.

If you feel that is not appropriate, or if you are still dissatisfied, please contact Gareth Kinvig. You can write to them at:

42 Hamilton Square, Third Floor, Birkenhead, Wirral, CH41 5BP England or email them at or telephone them on 0151 647 0849.

[If your complaint is about Gareth Kinvig contact Ged Jones at the same address.]

Please set out as clearly as you can the nature of your complaint and how it has arisen.

Procedural steps

  1. Within 3 working days of receiving your complaint (i.e. excluding weekends and Bank Holidays) we will send you a letter acknowledging receipt of your complaint and, if necessary, asking you to confirm or explain the details of your complaint. We will also let you know the name of the person who will be dealing with your complaint.
  2. We will record your complaint in our central register, and open a file for your complaint.
  3. We will examine the relevant file and if we need any information from you in order to investigate the complaint, we will request you to provide it.
  4. If it seems appropriate, we will suggest a meeting with you to discuss the complaint with you and, if possible, to resolve it.
  5. At the conclusion of our investigation, we will send you a letter setting out our findings. If the matter has been resolved by a meeting between you and the person dealing with your complaint, our letter will confirm to you what took place and any solutions we agreed with you.
  6. Our aim will be to conclude our investigation within 20 working days of receiving the complaint or, if we need more time before we can conclude our investigation, we will write to you within that time to tell you of the likely timescale.
  7. If, after we have concluded our investigation and written to you, you are still not satisfied, you can write to ask us to review our response. We will then review our response. We may suggest an external individual or body (for example the Local Law Society) to review our response.
  8. We may (but are not required to) invite you to agree to independent mediation, in which case we will let you know what this process involves and how long it may be expected to take.
  9. Once these steps have been carried out, we will write to you confirming our final position on your complaint and explaining our reasons. We would generally aim to do this and write to you within 15 working days of receiving your request to us to review our response to your complaint. If the review is going to take longer, for example because further investigation is required or because we are inviting you to a mediation, we will write to you within that time to tell you of the likely timescale.

Legal Ombudsman Scheme

  1. If you are still not satisfied, you may be entitled to refer your complaint to the Legal Ombudsman, if you fall into one of the following categories: an individual, a small business, small charity, small club or trustee of a small trust, personal representative or beneficiary under a will; if in doubt whether you fall into one of those categories, you should contact the Legal Ombudsman.
  2. The contact details for the Legal Ombudsman are as follows:

Address: PO Box 6806, Wolverhampton, WV1 9WJ


Phone: 0300 500 0333


  1. The time limit for referring the matter to the Legal Ombudsman is
  • Within six months of receiving a final response to your complaint and
  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint (if it took place more than six years ago).
  1. However, please note that from 1 April 2023 these time limits are changing. From 1 April the Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same.’

What to do if you are unhappy with our behaviour

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.

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