Client Complaints Handling Policy

Our complaints policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we want you to tell us about it so that we can resolve it if we can. We will ensure that appropriate lessons are learned to help us to improve our standards.

If you have a complaint, please contact us. We hope that most concerns can be resolved with the partner responsible for your matter. If you are not happy with his/her response, please contact Andrew Smith who will discuss your concerns with you. You can contact Andrew at AS@corkerbinning.com (020 7353 6000).

You will not be charged for the complaints handling process and your complaint will not affect the work on your case.

What will happen next?

1. We will acknowledge receipt of your complaint within two working days of receiving it.
2. We will normally ask you to set out your complaint in writing, unless this is not possible. We will then investigate your complaint. This will normally involve passing your complaint to the supervising partner or to Andrew Smith, who will review your file and speak to the member of staff who acted for
3. We will normally send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 15 working days of receiving your complaint in writing.
4. If we have to change any of the timescales in paragraphs 1-3 inclusive, we will let you know and explain why.
5. If after receiving our response to your complaint, you are still not satisfied, you can contact the independent Legal Ombudsman or the Solicitors Regulation Authority.
6. You can contact the Legal Ombudsman on 0300 555 0333, enquiries@legalombudsman.org.uk or Legal Ombudsman, PO Box 6167, Slough SL1 0EH. Any complaint to the Legal Ombudsman must usually be made:

• One year from the date of the occurrence you are complaining about; or
• One year from the date when you should have first realised that there was a cause for complaint; and
• In any event, within six months from the date you receive the final response from us to your complaint.

7. You can contact the Solicitors Regulation Authority using the reporting forms available on their website (sra.org.uk) or by writing to them at Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN.