Coles Solicitors Limited is committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact Peter Gibson, our complaints handling Director. You can write to him at Coles Solicitors Limited, Century House, Thornfield Business Park, Standard Way, Northallerton, DL6 2XQ or email Peter here.
We do monitor social media for expressions of dissatisfaction with our services, however please note that these will not be treated formally as complaints under this procedure.
Ordinarily, a complainant cannot use the Legal Ombudsman unless the complainant has first used the firm’s internal complaints procedure. But a complainant can use the Legal Ombudsman if:
a) The complaint has not been resolved to the complainant’s satisfaction within eight weeks of first making the compliant to the firm; or
b) an Ombudsman considers that there are exceptional reasons to consider the complaint sooner, or, without it having been made to the firm first; or
c) where an Ombudsman considers that in house resolution is not possible due to irretrievable breakdown in the relationship between the firm and the complainant.
A complainant to the Legal Ombudsman must be one of the following:
If you are none of the above, you should be aware that you can only obtain redress by using our Complaints Handling Procedure or by mediation or arbitration, or by taking action through the Courts. There are time limits for bringing a claim, linked to the date of the act or omission giving rise to the complaint or the date on which you should reasonably have known there were grounds for complaint. The relevant time limits are set out in the current version of the LeO Scheme Rules in force from time to time and may only be extended by the LeO in exceptional circumstances. If you wish to bring a complaint to him, you should refer to the version which is in force at the time of your complaint.
Address: PO Box 6806, Wolverhampton WV1 9WJ
Telephone: 0300 555 0333
8. Complaining to the Solicitors Regulation Authority
The Solicitors Regulation Authority can help you 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.
Address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Telephone: 0370 606 2555
9. Alternative Dispute Resolution
Where we are not able to settle your complaint using our internal complaints process, there are alternative complaints bodies (such as the Ombudsman Services) which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
Please let us know if you would like to consider using an alternative complaints body to resolve your complaint.