Complaints Procedure

Hek Jones Solicitors are committed to providing a high quality legal service to all of our clients. If something goes wrong, we need you to tell us about it. This will enable us to deal with your problem and to improve our standards.

Complaints Procedure

If you have a complaint, please contact our client care partner Heidi Morse

You can contact her:

  1. By post at Second Floor, 14 Cathedral Road, Cardiff, CF11 9LJ;
  2. By telephone on 02920 349820;
  3. By email at

If she is unavailable, or your complaint is about her, your complaint will be referred to Andrew Jones.

What happens next?

  1. We will send you a letter acknowledging receipt of your complaint within 3 days of us receiving the complaint, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve your file being passed to Heidi Morse (or Andrew Jones in the circumstances referred to above). She will then review the file and speak to the person who acted for you, about your complaint.

3. We will invite you to a meeting at our offices to discuss and hopefully resolve your complaint. This should take place within 14 days of you contacting us.

3. You will then receive a detailed written reply to your complaint, including any suggestions for resolving the matter where appropriate, within 21 days of the date of the acknowledgment letter.

4. If however you do not want a meeting or it is not possible, or you remain unsatisfied by the outcome of the meeting, then you should contact us again and we will arrange for another partner to independently review your complaint.

5. We will write to you again within 21 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

If for any reason we have to change any of the timescales above, we will contact you and explain why.

The Legal Ombudsman

If at the conclusion of this procedure you are still not satisfied then you can contact the Legal Ombudsman and request them to investigate the matter further. Any complaint to the Legal Ombudsman must usually be made within 6 months of receipt of our final written response addressing your complaint. The Legal Ombudsman will accept complaints up to six years from the date of the alleged act or omission by us about which you are complaining.

The Legal Ombudsman only deals with complaints from the following clients:

  • An individual/consumer.

  • A business/enterprise with less than ten employees and turnover or assets not exceeding €2 million.

  • A charity with a net annual income of less than £1 million.

  • A club/association/organisation whose affairs are managed by its members/a committee, and which has a net annual income of less than £1 million.

  • A trustee of a trust that had an asset value of less than £1 million.

  • A personal representative or beneficiary of the estate of a person who, before they died, had not referred the complaint to the Legal Ombudsman.

The Legal Ombudsman can be contacted as follows:

  • By post at PO Box 6806, Wolverhampton WV1 9WJ

  • By telephone on 0300 555 0333

  • Via the website at which also contains further information about how the Legal Ombudsman deals with complaints.

The Solicitors Regulation Authority

We are regulated by the Solicitors Regulation Authority (SRA). Their website can be found here

The SRA can investigate any allegations relating to breaches of professional conduct rules or the SRA Principles.