Complaints Policy

We aim to provide a high standard of professional service. If at any time you feel that this is not being maintained, please discuss it with the fee earner responsible for the matter concerned. We aim to achieve satisfactory resolution of complaints where possible, as set out in our complaint procedure. If this is not possible, Danielle Cohen will deal with the matter. The Principal can be contacted as follows:

• danielle.cohen@daniellecohen.co.uk

• 020 7267 4133

Our aim is to ensure that you:

• Receive a prompt response and assurance that the matter is being reviewed

• Are satisfied that the complaint has been dealt with seriously

• Are notified as soon as possible of the outcome

Immediate resolution

1. If appropriate and if you agree, either the fee earner responsible for the matter or Danielle Cohen will attempt to resolve your complaint. Danielle Cohen will in any event be notified of the complaint in order that it may be recorded in our central register.
2. The fee earner responsible will contact you within two days of your making the complaint to discuss the situation and clarify the nature of the complaint if necessary.
3. Danielle Cohen will investigate the complaint by seeking information from the member of staff concerned, from the documents on the file and from anyone else who may be involved.
4. The fee earner responsible will contact you again within five days from first making contact with you, with a proposal for resolution of the complaint.
5. If in the course of the investigation we think it would be helpful, we may invite you to meet Danielle Cohen to discuss and, it is hoped, resolve your complaint. Within five days of any meeting we will write to you to confirm what took place and any suggestions we have agreed with you. If you do not want a meeting or it is not possible, we will send you a detailed reply to your complaint as above.

If we have not satisfactorily dealt with the complaint within 8 weeks you may refer the complaint to the Legal Ombudsman. They will look at your complaint independently and it will not affect how we handle your case. Contact details for the Legal Ombudsman can be found on this website www.legalombudsman.org.uk. 

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

• Within six months of receiving a final response to your complaint

and

• No more than six years from the date of act/omission; or
• No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.