Legal Services

0330 606 9548

0330 606 9548

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Full Complaints Procedure

We are committed to providing a high-quality legal service to all our customers. When something goes wrong, we need you to tell us about it as this will help us to improve our standards.

If you have a complaint about any aspect of the service you have received from Co-op Legal Services, including our invoice, please contact us by email at complaints@coop.co.uk or by writing to the Head of Compliance, Co-op Legal Services, 1 Angel Square, Manchester M60 0AG.

What will happen next?

    1. We will always try and resolve any concerns with you directly as they are raised.
    2. If we are unable to resolve your concerns informally, we will send you a letter acknowledging receipt of your complaint within 3 business days of receiving it, enclosing a copy of this complaint handling procedure.
    3. We will then investigate your complaint. This will normally involve assigning a Team Leader to deal with your complaint who will review the service we provided and speak to the member(s) of staff who assisted you. The Team Leader may want to discuss the issues directly with you and hopefully resolve your complaint.
    4. If we have not been able to resolve your concerns, the Team Leader will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
    5. At this stage, if you are still not satisfied, you should contact us again and we will arrange for the Head of Department or Customer Service Manager to review the decision and provide our final response to you within 21 days.
    6. If you are unhappy with our final response, you may refer the unresolved aspects of your complaint for consideration by the Legal Ombudsman. The Legal Ombudsman is an independent body which provides a free service to resolve complaints about legal services providers. The Legal Ombudsman can be contacted at:

      Address:
      PO Box 6806,
      Wolverhampton,
      WV1 9WJ

      Telephone: 0300 555 0333
      E-mail: enquiries@legalombudsman.org.uk
      Website: www.legalombudsman.org.uk

      The Legal Ombudsman will look into complaints that remain unresolved following our final response or if 8 weeks have passed from the date your complaint was made to us. You must refer your complaint to the Legal Ombudsman:

      • within 6 months of our final response to your complaint and
      • no more than 6 years from the date of act/omission; or
      • no more than 3 years from when you should reasonably have known there was cause for complaint.
    7. Alternative complaints bodies (such as Pro Mediate UK Limited: website: www.promediate.co.uk) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We do not agree to use such a scheme.

We will try our best to keep to the timescales set out above. If for any reason we are unable to do so though, we will let you know and explain when we will be able to respond.

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