Complaints Procedure

At Co-op Legal Services we pride ourselves on our client service and in providing you with the very best service possible.

However, we also realise that there may, on occasions, be instances where, for whatever reason, our service falls short of your expectations.

If you feel that you have not had the level of service expected then we would like you to let us know so that we can do our best to resolve the problem.

Only by receiving such feedback can we ensure that we continue to improve our service. In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will always strive to provide a speedy and positive outcome and solution.

If you would like to make a formal complaint, then you can read our full complaints procedure here. 

Any concern raised will be thoroughly investigated promptly and making a complaint will not affect how we handle your case.

As a regulated business we are governed by the Solicitors Regulation Authority (SRA) and must ensure we act within the rules and regulations set. The SRA can help you if you are concerned about our behaviour.

This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority. 

What do to if we cannot resolve your complaint

The Legal Ombudsman can help you if we have been 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 our 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.

If you would like more information about the Legal Ombudsman, please contact them at:

Website: 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