Complaints Policy and Procedure Information
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can access our full complaints procedure here. Making a complaint about a service issue will not affect how we handle your case. We will comply with our regulatory responsibilities at all times.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint
and - No more than one year from the date of the act/omission; or
- No more than one year form when you should reasonably have known there was cause for complaint.
There may be circumstances where the Legal Ombudsman has a discretion to accept out of time complaints, please refer to the Legal Ombudsman's website for further details at www.legalombudsman.org.uk.
If you would like more information about the Legal Ombudsman please contact them:
Tel: 0300 555 0333 between 9am to 5pm
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6167, Slough, SL1 0EH
The Solicitors Regulation Authority can help you if you are concerned about any non-service aspect of the firm. This includes any practice or regulatory issues, which you believe should be considered by the professional regulator of solicitors. You can raise your concerns with the Solicitors Regulation Authority at www.sra.org.uk
Our Policy
We aim to offer transparency to all our clients. Our clients are advised in our initial client care letter of their right to complain and how to do so.
Policy Objective
We aim to give clients a straightforward procedure to follow if they wish to make a complaint about the legal services that they have received from Edward Cooke Family Law.
Complaints Policy
The following Complaints Procedure is available to clients upon request:
Complaints Procedure
We wish to hear from you if you are unhappy about any aspect of our service. Your views are important to us and help us to improve our standards.
Edward Cooke our sole director considers and will deal with any complaints. His contact details are:
Edward Cooke
Edward Cooke Family Law
7 Chilgrove Business Centre
Chilgrove
Chichester
West Sussex
PO18 9HU
Tel: 01243 769001
Email: info@ecfamilylaw.co.uk
Upon receipt of any complaint from you, the following steps will be taken:
- Edward will acknowledge receipt of your complaint in writing within 7 days.
- Edward will then establish the details of your complaint. We may ask you for further details about your complaint at this stage.
- Once Edward has received any information requested from you, he will investigate your complaint. He will aim to complete the investigation within 4-6 weeks.
- If there will be any delay in the investigation, Edward will write to you and explain the reasons for the delay, he will also give you the best indication of the likely timescale to complete the investigation.
- You may be invited to attend a meeting with Edward to discuss the matter, but there is no obligation upon you to attend.
- Once he has completed his investigation, he will write to you with his conclusions.
If you are unhappy with the outcome of the investigation, you may make a complaint to the Legal Ombudsman.
PO Box 6167, Slough, SL1 0EH.
Tel: 0300 555 0333. Email: enquiries@legalombudsman.org.uk
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint
and - No more than one year from the date of the act/omission; or
- No more than one year form when you should reasonably have known there was cause for complaint.
