We are committed to providing a high quality legal service to our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards. Our aim is to handle complaints promptly, fairly and effectively. To do this we have a written complaints procedure and will handle complaints in accordance with it.
Our complaints procedure
Contact our complaints officer
If any concern or cause for complaint is not satisfactorily dealt with by the person dealing with your matter, please contact Emma Filippini our complaints officer.
Emma Filippini may be contacted at:
10 Greenwood Street,
Altrincham.
WA14 1RZ
Telephone number: 0161 929 9993
Fax number: 0161 929 8933
e-mail address: emma@cohenfilippini.co.uk
Preliminary steps
Within 7 working days of receipt of your complaint, you will receive a letter acknowledging your complaint and confirming how we propose to investigate the matter, and the period within which you can expect to hear from us (not exceeding 15 working days).
We will open a file for your complaint and record the same in our central register.
Investigation of your complaint
Your complaint will be investigated. The person conducting the investigation will write to you within the time period stipulated in our letter to set out our detailed reply to your complaint and our suggestions to resolve the matter.
If you are satisfied with our proposal, we will carry such proposal into effect.
Conduct of our investigation or review
We will obtain comprehensive information from you regarding the nature and details of your complaint, obtain and consider any relevant necessary paperwork, and discuss the same with you, and your case handler, in order to deal with the matter fully.
If it will be helpful in dealing with your complaint, we will invite you to meet Emma Filippini to discuss the matter.
If we need to take any other steps to investigate, or review, your complaint, or are required to change any of the timescales mentioned above, we will let you know and explain why.
Review of our investigations and/or proposed solutions
If you are not satisfied with our reply to your complaint or our proposal, you may contact Emma Filippini who will arrange for the matter to be reviewed by another partner, and let you know the timetable for such review.
We will let you know the result of our review within 2 working days of the completion of the same. At this time, we will write to you to confirm our final position regarding your complaint and setting out our explanation of the same.
Legal Ombudsman
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 six years from the date of act/omission; or
No more than three years from when you should reasonably have known there was cause for complaint.
You can find further details regarding the Legal Ombudsman at the following:
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our service
The Solicitors Regulation Authority can help if you are concerned about the service you have received. This could include dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability or other characteristic.
Further information can be obtained by visiting the website of the Solicitors Regulation Authority.