Cooklaw Solicitors is committed to providing a professional, efficient and courteous service to all our clients. If you feel that we have failed to achieve an acceptable standard of service we want you to tell us.
We regard it as an opportunity to monitor and improve our quality of service. We will investigate your concerns objectively and try to generate a positive and speedy solution.
What should you do if you have a complaint about the service we have provided?
Initially, please speak with the person dealing with your matter and let them know your concerns as often once they are aware of your concerns, they can be quickly resolved to your satisfaction
If you are not happy with the reply provided by the person normally dealing with your case, you can refer the matter to Mark Cook, the firm’s principal. If your complaint relates to a matter Mr Cook is dealing with, refer to Lee Gilder, an experienced solicitor at the firm.
We would ask that, whenever possible, the complaint be put in writing.
We will acknowledge your complaint within ten working days.
Your complaint will be considered, an investigation carried out, and a proposed solution provided within ten working days. If the matter is complex and it takes longer to deal with your complaint, we will contact you within ten business days to give you an approximate timescale of when you can expect a response. If we believe it would be helpful, we may suggest a meeting.
If any circumstances make it difficult for you to make a complaint in writing, please call the office and ask to speak to Mark Cook or Lee Gilder.
Referral to the Legal Ombudsman
If you are dissatisfied with our final response, you may refer your complaint to the Legal Ombudsman (LeO).
From 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman will be no later than:
- one year from the date of the act or omission being complained about; or
- one year from the date when the complainant should have realised that there was cause for complaint
The Legal Ombudsman’s contact details are as follows
Telephone: 0300 555 0333 (international: +44 121 245 3050)
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
