Our complaints policy

We are committed to providing a high-quality legal service to all of our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our service to you.

Our complaints procedure

If you have a complaint, you should initially raise any concerns with the fee earner dealing with your matter. If the complaint cannot be resolved you should contact the Departmental Client Care Partner (details are provided in the retainer letter sent to you at the outset of the matter).

If you don’t know who to speak to, or in the event that the matter is still unresolved, then please contact our managing partner, Jonathan Thornton. You should set out your complaint in writing. He will either deal with the matter himself or ask a colleague to take responsibility for responding to you.

Please address your correspondence to ‘Jonathan Thornton, Russell-Cooke, 2 Putney Hill, Putney, London SW15 6AB’ or by email to jonathan.thornton@russell-cooke.co.uk.

What will happen next?

1) We will send you a letter acknowledging your complaint within two days of receipt. We may ask you to confirm or explain any details. Your complaint will then be investigated by Jonathan Thornton who will examine the relevant file. You will not be charged for our time spent in investigating and responding to your complaint.

2) We will open a file for your complaint and record it in our central register.

3) We usually aim to complete investigations within 21 days, but it can take longer, especially if files have been archived or are particularly complex, in which case we aim to complete an investigation within eight weeks.

4) Jonathan Thornton will seek to mediate your complaint and resolve it to your satisfaction if this is possible. If he considers that it would assist in fully understanding your complaint he may invite you to attend a meeting. We hope that we can resolve your complaint and Jonathan Thornton will write fully to you setting out his views on the situation.

What happens if you are still not satisfied?

If you are still not happy with the outcome you may be able to refer the matter to the independent Legal Ombudsman (LeO) with whom we will cooperate fully. You should do so as soon as possible and in any event within 12 months of our final communication to you about your complaint.

The LeO's website contains useful information including the criteria for accepting a complaint (broadly, only from individuals and small businesses, charities and similar organisations) and time limits - LeO will accept a complaint six years from the date of the act or omission or three years from when you should have known about the complaint provided that date is not before 6 October 2010.

The LeO's postal address is: PO Box 6806, Wolverhampton, WV1 9WJ and its telephone number is 0300 555 0333. Email enquiries should be sent to enquiries@legalombudsman.org.uk.