Complaints Procedure

Complaints Procedure

With the best will in the world, I can never make all clients happy all of the time and there will inevitably be occasions when a client may wish to make a complaint about the service that has been provided. At Cooper & Co I aim to provide a complaints procedure which is jargon-free and which is designed to allow the client the opportunity to tell me where I have fallen below the required standard and for me to reflect on whether this is correct and, if so, what I can do to resolve the problem. There is a three stage process:-

  1. The Complaint
  2. The Decision
  3. The Review

The Complaint

This should be brought to my attention in writing at the earliest opportunity.

What Happens Next

I shall write to you and acknowledge receipt of your Complaint and shall make a record in my central register. I shall consider your Complaint and shall send you my Decision within two weeks of my acknowledgement letter. This will include my suggestions to resolve the matter.

The Review

If you are not satisfied with my Decision then you should let me know in writing as soon as possible. I will then arrange to Review my Decision either by reconsidering it myself (in which case I shall do this within a week) or I will arrange for someone who is not connected with the Complaint to Review my Decision (in which case I shall request this within two weeks).

 

If you are still not satisfied with the outcome of the Review then you may bring it to the attention of the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ (Tel: 0300 555 0333).

 

If I have to change any of the timescales above I will let you know and explain why.

 

Trevor Cooper,
Cooper & Co., Solicitors,
The Old Boiler House,
Whitfield,
Dover, CT16 2HQ.
Regulated and authorised by the Solicitors Regulation Authority
SRA No : 258139