1.   We are committed to providing a high-quality legal service.

2.  We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us:

2.1  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 do our best to resolve any issues at this stage. If you wish to make a complaint it will not affect how we handle your case if it is ongoing

2.2  If you are concerned about our behaviour or indeed the behaviour of any solicitor then you should feel free to contact the Solicitors Regulation Authority (SRA).  This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristics.

3. How do I make a Complaint?

3.1  You can contact us in writing (by letter, fax or email) or by speaking with our complaints partner, whose contact details are:

Mr James Bancroft
77 High Street
ME12 1TY

Fax Number: 01795 580474
Email: james@coplands.co.uk

We will usually request that you put your complaint in writing.  This ensures that all aspects and details of your complaint can be properly noted and investigated and that we do not miss something which you feel is important.

3.2  To help us to understand your complaint, and in order that we do not miss anything, please tell us:

3.2.1  Your full name and contact details

3.2.2  What you think we have got wrong

3.2.3  What you hope to achieve as a result of your complaint, and

3.2.4  Your file reference number (if you have it).

3.3  If you require any help in making your complaint we will try to help you.

4. How will you deal with my Complaint?

4.1  We will record your complaint centrally.

4.2  We will write to you within five working days acknowledging your complaint, enclosing a copy of this policy.

4.3  We will investigate your complaint.  This will usually involve:

4.3.1  Reviewing your complaint

4.3.2  Reviewing your file(s) and other relevant documents, and

4.3.3  Speaking with the person who dealt with your matter.

4.4  We may also need to ask you for further information or documents.  If so, we will ask you to provide the information within a specific period of time.

4.5  We will update you on the progress of your complaint at appropriate times.

4.6  We may also, if appropriate, invite you to a meeting to discuss your complaint.  You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.

4.7  We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint.  Where possible, we will aim to do this within 28 days of the date of our letter of acknowledgment.

5. What if I am not satisfied with the outcome?

5.1  If you are unhappy with the outcome of our complaints handling procedure, please first let us know and we will review the matter.

5.2  If you are still unhappy you can ask the Legal Ombudsman to look into your complaint.  The contact details for the Legal Ombudsman are:

The Legal Ombudsman
PO Box 6806

Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk

5.3  You must usually refer your complaint to the legal Ombudsman within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it).  Further details are available on the website: www.legalombudsman.org.uk.

6. What will it cost?

6.1  We will not charge you for handling your complaint.

6.2  Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.

6.3  The Legal Ombudsman service is free of charge.