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Complaints

Complaints

Mark Cook 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 To Do If You Have A Complaint About The Service We Have Provided


Initially please speak with the person dealing with your case and let them know your concerns as often once they are aware of your concerns they can be quickly resolved so 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 who is the firms principal or if your complaint relates to a matter Mr Cook is dealing with to Catherine Reynolds who is an experienced solicitor at the firm.


We would ask that whenever possible that complaint is put in writing.


We will acknowledge your complaint within 10 working days.


Your complaint will be considered and an investigation carried out and will provide a proposed solution 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 there are any circumstances which make it difficult for you to make a complaint in writing, please call the office and ask to speak to Mark Cook or Catherine Reynolds.


Referral To The Legal Ombudsman


If you are not satisfied with our final response you may refer your complaint to the Legal Ombudsman (LeO). The LeO expects complaints to be made to them within six years from the date of the act/omission about which you are concerned, or three years from when you should have known about the complaint. The Legal Ombudsman will usually only consider a complaint if our internal complaints procedure has been exhausted within the last six months.

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