With the best will in the world, we can never make everyone happy all of the time and there will inevitably be occasions when someone may wish to make a complaint about the service that has been provided. At Cooper & Co we aim to provide a complaints procedure which is jargon-free and which is designed to allow you the opportunity to tell us where we have fallen below the required standard and for us to reflect on whether this is correct and, if so, what we can do to resolve the problem. There is a three stage process:-

1. The Complaint
2. The Decision
3. The Review

The Complaint

This should be brought to the attention of Trevor Cooper in writing at the earliest opportunity.  It should be sent to trevor@doglaw.co.uk or by Recorded Delivery to the address below.

What Happens Next – The Decision

We shall write to you and acknowledge receipt of your Complaint and shall make a record in our central register. One of our Solicitors will consider your Complaint and shall aim to send you the Decision within two weeks of the acknowledgement letter. This will include our suggestion(s) to resolve the matter (if any).

The Review

If you are not satisfied with the Decision then you should let us know in writing as soon as possible (either by email to trevor@doglaw.co.uk or by Recorded Delivery to the address below). We will then arrange to Review the Decision either by the same Solicitor reconsidering it (in which case we shall do this within a week) or we will arrange for a different Solicitor who is not connected with the Complaint to Review the Decision (in which case we shall aim for this to be done within two weeks).

If you are still not satisfied with the outcome of the Review then you may bring it to the attention of the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ (Tel: 0300 555 0333).

If we have to change any of the timescales above we will let you know and explain why.

Trevor Cooper,
Cooper & Co., Solicitors,
19 Palace Street,
Canterbury,
Kent, CT1 2DZ

Regulated and authorised by the Solicitors Regulation Authority
SRA No: 258139