Complaints procedure

At Colemans, we aim to give every client the best possible service. However, if at any point you become unhappy or concerned about the service provided then you should inform us immediately, so that we can do our best to resolve the problem and improve our standards wherever possible.

In the first instance please contact the person who is working on your case to discuss your concerns. If your concerns are not resolved to your satisfaction by the person working on your case, then you should refer your complaint to Kate Williams who is the Partner responsible for dealing with complaints (“the Complaints Partner”). You should ideally address your complaint to Kate in writing by letter or email to If the complaint relates to Kate, please refer your complaint to Michael Cutler who is the Senior Partner. In that case Michael will be the Complaints Partner for the purposes of that complaint. We will do our best to resolve any issues at this stage. Making a complaint will not affect how we handle your case.


What happens next?

Once your complaint has been referred to the Complaints Partner:

  1. The Complaints Partner will acknowledge receipt of your complaint in writing and within 7 days of receiving it.
  2. The Complaints Partner will investigate your complaint. This will normally involve reviewing your file and speaking to the person who has been acting for you.
  3. Within 14 days of sending you an acknowledgement letter the Complaints Partner will write to you in response to your complaint or, if she considers it appropriate, invite you to a meeting to discuss and resolve your complaint. If you do not want a meeting, or it is not practically possible, our Complaints Partner may if it is appropriate in the circumstances, offer you an opportunity to discuss the matter by telephone.
  4. If you would like a meeting or to discuss the matter by telephone, please tell us. In that case, within 14 days of the meeting or telephone conversation that the Complaints Partner has with you, she will write to you to confirm what took place and any solutions that we have agreed with you.
  5. In any case the Complaints Partner will send you a written reply to your complaint, including, if appropriate, his or her suggestions for resolving the matter, within 28 days of sending you the written acknowledgement of your complaint. If your complaint is not accepted or upheld, you will be notified.

We reserve the right to change any of the timescales set out above but if we do, we will let you know and explain why.


If we are unable to resolves your complaint internally

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint


  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details:


Call: 0300 555 0333 between 9am to 5pm.


Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ


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.

You can raise your concerns with the Solicitors Regulation Authority.

If you are unhappy about the amount of a bill that we have sent to you, you should mention that first to the person dealing with your matter. You may be entitled to apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman cannot consider a complaint about a bill if you have applied to the Court for a solicitor-own client detailed assessment of the bill.

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