Our complaints policy

We are 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 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 Head of Risk and Compliance, Anu Kapila (contact details below). You should set out your complaint in writing.

Please address your correspondence to Anu Kapila:

Russell-Cooke LLP, 2 Putney Hill, Putney, London SW15 6AB

or by email to anu.kapila@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 Anu Kapila 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 We usually aim to complete investigations within 21 days, but it can take longer, especially if files have been archived or are particularly complex, in which case we aim to complete an investigation within eight weeks.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. Anu Kapila will seek to mediate your complaint and resolve it to your satisfaction if this is possible. If she considers that it would assist in fully understanding your complaint she may invite you to attend a meeting. We hope that we can resolve your complaint and Anu Kapila will write fully to you setting out her 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 six months of our final communication to you about your complaint. The LeO's website is www.legalombudsman.org.uk and 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 address is PO Box 6806, Wolverhampton WV1 9WJ and the telephone number is 0300 555 0333. Email enquiries should be sent to enquiries@legalombudsman.org.uk.

Procedure last reviewed and updated January 2018.