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This guidance and reporting procedure are aimed at and to be used by any client of the firm wishing to make a complaint.
A Complaint is defined as a report by a client that their expectations of what they consider to be a good service have not been met.
A client is an individual or an organisation for whom this firm acts which includes prospective and former clients.
We are committed to providing a high-quality legal service to all of our clients. When something goes wrong, we need you to tell us about it. This will help us improve our client service standards and the way in which we provide our legal services to clients.
DAVID HALL – David Hall (Solicitor/Director) is our Complaints Officer. In addition to this duty, he is also the Head of our Debt Litigation Department.
JOHN GOODWIN – John Goodwin (Solicitor/Director) is our Deputy Complaints Officer and is also Head of our Crime, Fraud & Regulatory Department.
In the first instance, we ask that you set out your complaint in writing and forward this via email to david.hall@cohencramer.co.uk or alternatively via post to:
For the attention of David Hall
Suite 1B
Joseph’s Well
Hanover Walk
Leeds
LS3 1AB
If the complaint is with regard to David Hall then please forward your correspondence to our Deputy Complaints Officer, John Goodwin via email to john.goodwin@cohencramer.co.uk or alternatively using the postal address above.
5.3.1 David Hall (or John Goodwin) will ask the member of staff who acted on your matter to provide comments on the complaint within 10 working days. He will then examine their reply.
5.3.2 If the complaint relates to a long-standing matter, which may have a number of correspondence files and ring binders of documents, an analysis and response to the complaint might take longer than these time limits and you will be informed in writing.
There are certain exceptions to all these rules and the full details can be found on the Legal Ombudsman website in Section 4 of the document entitled “Scheme Rules” available at https://www.legalombudsman.org.uk/information-centre/corporate-publications/scheme-rules/.
Reports about our conduct (behaviour), rather than about our service levels, can be made to the SRA. To visit their website to see how you can raise your concerns with the SRA, please see www.sra.org.uk/consumers/problems/report-solicitor.page
Alternative complaints bodies, such as ProMediate UK Ltd (www.promediate.co.uk) exist and are competent to deal with complaints about legal services should both you and this firm wish to use such a scheme. We do not agree to use the scheme operated by ProMediate UK Ltd as we believe the Legal Ombudsman is better equipped to resolve complaints against legal firms.
Any Complaint made by you will either be upheld or not upheld and the reasons for the decision will be put to the client in writing.
The lawyer who is the main handler of your matter will also be informed of the decision in writing.
If your complaint is upheld an appropriate remedy will be offered to you.
If your complaint is not upheld you have the right to appeal or refer the matter to the Legal Ombudsman as discussed above at point 6 and 7.
April 2023