COMPLAINTS PROCEDURE

CODE OF CONDUCT - RULE 2

COMPLAINTS PROCEDURES - PUBLIC POLICY

In the event that you, as a Client of this Firm, may have a complaint or grievance that we have:-

1   not done what you instructed us to

2   involved you in unreasonable delays

3   given you inaccurate or incomplete information

4   failed to respond to your telephone calls or letters or failed to keep you   informed of what is going on.

5  failed to give you enough information about our charges or failed to provide you with the final bill                  

6  the manner in which your matter was handled or the treatment of you by any member of staff,

 the following complaints procedures should be followed:-

1   Your complaint should, where possible, be made in writing to Mrs Sandra Lanaway, Managing Partner of this Firm, setting out the basis of your complaint and supported by documentation where relevant and available, to support your complaint.  It would also be helpful if you could indicate how you would wish to see your complaint resolved.

2   Your complaint will be acknowledged and a time frame notified to you, together with a request for any further details or documents required to enable Mrs Lanaway to consider your complaint.

3   The acknowledgement will also set out a time frame for consideration of your complaint, such time frame will usually be 14 – 21 days, subject to the complexity of the matter and the nature of the complaint.

4   Your complaint will be considered objectively by Mrs Lanaway who will endeavour to provide you with a response as soon as possible within the time frame previously notified. If you are dissatisfied with the response, you may wish to arrange a meeting with Mrs Lanaway to discuss the matter further.

5   In the event that the above procedures are exhausted and the matter remains unresolved to your satisfaction, you are entitled to request that the Legal Ombudsman who is responsible for ensuring that Solicitors comply with the Code of Conduct of Solicitors, consider your complaint. The Ombudsman will send a copy of your complaint to this Firm and request any information and/or documents that they may require to give full consideration to the complaint. The Ombudsman will then adjudicate the complaint. If the Ombudsman find in your favour, they will then invite this Firm to make an offer of settlement, possibly along the lines which will be provided in response to our letter of acknowledgement. Please note that complaints to the Ombudsman must be made within 6 months of our final letter of response to your complaint.

6. If you are dissatisfied with your bill, you are entitled to complain about it. There may also be a right to object to the bill by making a complaint to the Legal Ombudsman, and/or by applying to the court for an assessment under Part III of the Solicitors Act 1974. If all or part of the bill remains unpaid, this Firm may be entitled to charge interest.

The Legal Ombudsman can be contacted as follows:

By mail:           The Legal Ombudsman, PO Box 15870, Birmingham B30 9EB

By telephone:   0300 5550333 -  Monday to Friday 9am to 5pm

By e.mail:       enquiries@legalombudsman.org.co.uk

You may also visit their website www.legalombudsman.org.uk for further advice as to complaints procedures.

COOPER LINGARD                 

© 2.5. 2025