Complaints Handling Procedure

Our Complaints Handling Procedure explains how we will deal with your complaint, the likely timescales, and what steps you can take if you are not satisfied with our response or final decision.

Designated Complaints Handler

If you have concerns about our service, work, or charges, please first speak with the person managing your matter day-to-day. If they cannot resolve your issue satisfactorily, you may escalate the complaint to our Designated Complaints Handler:

Jamal Ahmed
Solicitor and Director
Email: ja@cooperhallsolicitors.co.uk

Step One: Acknowledging Your Complaint

• Your complaint will be logged in our Complaints Register within 2 working days.
• A separate complaint file will be opened.
• You will receive a written acknowledgment within 2 working days of receipt.

Step Two: Investigating Your Complaint

Within 5 working days, we will review your file and respond with how we intend to handle your complaint. Our response may include:

• If the matter is straightforward, we may offer a resolution or redress.
• If complex, we may request clarification from you.
• We may invite you to a meeting (ideally within 14 working days) to discuss the matter. If no meeting takes place, we will send a written response. After any meeting, we will confirm the discussion and proposed resolution in writing within 3 working days.

We aim to provide a final decision within 6 weeks of receiving your complaint.

Step Three: Appealing Against Our Final Decision

If you’re unsatisfied with our final decision:

• Let us know and we will review our decision.
• A response will be sent within 5 working days of receiving your appeal.
• We will confirm the outcome of the review and advise on further options.

If still dissatisfied, you may escalate the complaint to the Legal Ombudsman.

Step Four: The Legal Ombudsman

You may contact the Legal Ombudsman if:

• You refer the complaint within 6 months of our final response.
• You bring the complaint within:
  • 1 year of the act/omission being complained about, or
  • 1 year of discovering there was cause for complaint.

Normally, you must complete our procedure first unless:

• 8 weeks have passed without resolution,
• There are exceptional circumstances, or
• Our relationship has broken down irretrievably.

Who Can Complain to the Legal Ombudsman?

• An individual
• A micro-enterprise (fewer than 10 staff and ≤ €2 million turnover or balance sheet)
• A charity or club/association with income < £1 million
• A trustee with a trust net asset value < £1 million
• A personal representative or beneficiary of a deceased’s estate

Legal Ombudsman Contact Details

Address: PO Box 6167, Slough SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Alternative Complaints Bodies

Alternative complaints bodies, such as ProMediate UK Ltd, exist and are competent to deal with complaints about legal services if both parties agree. However, we generally do not agree to use such mediation schemes, as we believe the Legal Ombudsman is better equipped to resolve such matters.

Complaints About Our Professional Conduct or Behaviour

If your concern involves our behaviour (e.g., dishonesty, loss of funds, discrimination), you may report this to the Solicitors Regulation Authority (SRA).

More information can be found at: www.sra.org.uk

Report misconduct here: Report a Solicitor

SRA Contact Details

Address: The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Telephone: 0370 606 2555
Email: report@sra.org.uk
Website: www.sra.org.uk