Cousins Tyrer Solicitors
Our complaints policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we would like you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact our Complaints Partner, Craig Sutcliffe with the details. If your complaint relates to Mr Sutcliffe, please address your complaint to the partner Aysha Mazharuddin.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within five working days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint within five further working days, by reviewing the file and speaking to the member of staff concerned.
3. We will write to you or telephone you, if you prefer, as soon as possible, to explain what we have found in our preliminary investigation.
4. If you and we think it will be helpful we will invite you to a meeting to discuss the matter further and to try to resolve your complaint.
5. Within three days of any meeting, we will write to you to confirm what took place and any solutions we agreed.
6. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter. We will do this within 21 days of sending you the acknowledgement letter.
7. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm (another partner or a consultant) to review the decision.
8. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
9. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806 Wolverhampton, WV1 9WJ about your complaint. Any complaint to the Legal Complaints Service must usually be made within six months of the date of our final decision on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or by email : firstname.lastname@example.org. The website is www.legalombudsman.org.uk