Cobb Warren Complaints Policy

We aim to provide the best possible service. However, if at any point you are unhappy with our service or have any concerns, we ask you to raise it with us as soon as possible so that we can thoroughly investigate and do our best to resolve the problem.

Complaints procedure for clients

In the first instance, please raise any queries or concerns with the person who is dealing with your case on a day-to-day basis. You should provide that person with the full details of your concerns either in writing, by telephone, or at a meeting in person if you prefer.

We will do all that we can to resolve your concerns. However, if you are not satisfied, you should make a complaint to our Compliance Officer, Rebecca Cobb, either by post to our office address or by email to rebecca.cobb@cobbwarren.com.

Once a complaint is received, we will acknowledge it in writing to you within 3 working days. We may need to seek further information from you in order to investigate. Assuming we have all the information we need, we will provide a substantive response within 14 working days. We may ask to meet with you if this might help to resolve your concerns.

We confirm that we will do our best to:

1.      Conduct a thorough investigation into the issue(s) you raise;

2.      Keep you informed of the progress of our investigation

3.      Ensure that any remedial action that might be required is carried out as quickly as possible.

We keep a record of all complaints, investigations, and any remedial action taken. The details of your complaint will be added to our records.

Legal Ombudsman

The Legal Ombudsman may be able to help you if we are unable to resolve your complaint ourselves. They will look at complaints independently and accessing the Ombudsman will not affect how we handle your case. Most ‘consumer’ clients (as oppose to large businesses) will be able to make use of the Ombudsman scheme however there are restrictions for some larger clients. Before accepting a complaint for investigation, the Legal Ombudsman will normally check that you have tried to resolve your complaint with us first. You must take your complaint to the Legal Ombudsman within six months of receiving a final response to your complaint from us. From 1 April 2023, the Legal Ombudsman also expects complaints to be made to them within 1 year of the date of the act or omission about which you are concerned or within 1 year of you realising there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same.

If you would like more information about the Legal Ombudsman, the contact details are:

Website: www.legalombudsman.org.uk

Telephone: 0300 555 0444 between 9.00am and 5.00pm

Email: enquiries@legalombudsman.org.uk. 

Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Solicitors Regulation Authority

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. Their contact details are:

Website: www.sra.org.uk  (see www.sra.org.uk/consumers/problems/report-solicitor)

Address: The Cube, 199 Wharfside Street, Birmingham B1 1RN

Telephone: 0870 606 2555

Email: report@sra.org.uk

Complaints by non-clients

If you are not a client of this firm, we will only be able to deal with your complaint if you feel that we have acted in breach of the Solicitors Regulation Authority Standards and Regulations.

If you do have such a complaint, you should send it in writing to our Compliance Officer, Rebecca Cobb, by post to our office address or by email to: rebecca.cobb@cobbwarren.com. It may be necessary to seek further information from you regarding the nature of the alleged breach of the Standards and Regulations before we can investigate.

If we find that a breach has occurred, we will confirm this to you as soon as possible and we will apologise and consider whether any remedial action can be taken. This does not affect your right to report the matter to the Solicitors Regulation Authority (see above).