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Client Complaints Policy

Client Complaints Policy

Updated 18 February 2021

1. Reason for Policy

Coates & Co Solicitors are committed to providing high quality legal services to all our clients. When something goes wrong, we need clients to tell us about it so that we can address all the issues in a thorough and compassionate manner. This will help us to continue to improve our standards.

2. Policy Statement

We value the opportunity to look into any concerns with regard to the service we have carried out and are committed to fully investigating complaints in a fair and prompt manner, and within legislative guidelines.

All Coates & Co employees are familiar with the procedures set out below and adhere to them. In order to assist in this regard, the policy and procedures manual will be incorporated into the induction training for all new staff and also made accessible to all staff. In relation to redress, Coates & Co will endeavour to return the customer to a position where they are financially no worse off than they would have been had the error (which lead to the complaint) not occurred.

3. Scope

This policy applies to all activities undertaken by Coates & Co Solicitors and to all staff. Client complaints procedures must be documented appropriately and clients must be informed of their availability.

4. Procedures

4.1 Receiving complaints

Form of contact

If the client has a concern or a complaint that has not been dealt with to their satisfaction by the person handling their case or their supervising partner, the client should contact us as soon as they are aware of the problem so this can be addressed.

All complaints should be received in writing (via email or post). In instances where a complaint is received via the telephone, the member of staff should write down the relevant details exactly as they are provided by the complainant and forward them to the Client Care Officer and the Complainant, in order to ensure that the complaint has been accurately captured.

4.2 Dealing with complaints

Processes and timescales

  1. Coates & Co Solicitors will send the complainant a letter, acknowledging receipt of their complaint within five days of receiving the complaint, enclosing a copy of this procedure.
  2. We will then investigate the complaint. This will normally involve passing your complaint to our Client Care Officer, who will review the complainant’s matter file and speak to the member of staff who acted for them.
  3. The Client Care Officer will arrange a meeting with the complainant to discuss and, it is hoped, resolve their complaint. The Client Care Officer will do this within 14 days of sending the acknowledgement letter.
  4. Within three days of the meeting, the Client Care Officer will write to the complainant to confirm what took place and any solutions they agreed with you.
  5. If the complainant does not want a meeting or it is not possible, the Client Care Officer will send a detailed written reply to their complaint, including suggestions for resolving the matter, within 21 days of sending the acknowledgement letter.
  6. At this stage, if the complainant is still not satisfied, they should contact us again to explain why they remain unhappy with our response and we will review their comments. Depending on the matter, we may at this stage arrange for another member of staff to review the decision.
  7. We will write to the complainant within 14 days of receiving their request for a review, confirming our final position on their complaint and explaining our reasons.
  8. If the complainant is still not satisfied, they can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ, email or call 0300 555 0333 about their complaint. Any complaint to the Legal Ombudsman must usually be made not later than one year from the date:
    • of the act or omission being complained about; or
    • when the complainant should have realised that there was cause for complaint

    The Legal Ombudsman has provided further guidance on its service at

  9. We are regulated by the SRA and if you think this firm has breached an SRA Principle you should contact the SRA directly.  Details of how to do this can be found by clicking on the following link

If we have to change any of the timescales above, we will always inform the complainant and explain why.

4.3 Record keeping of complaints

Storing of information

The Compliance Department will keep records of all complaints for 6 years from when they are closed off. In particular, the following will be recorded:

  • Identity of the complainant.
  • Substance of the complaint.
  • Name of the employee who investigated the complaint.
  • Any correspondence between Coates & Co Solicitors and the complainant, including details of any solutions or redress that have been offered by Coates & Co Solicitors.

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