Complaints Procedure

Our Complaints Policy

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

Our Complaints Procedure

Colman Coyle is committed to high-quality legal advice and client care. If however you are unhappy with any aspect of the service you have received or have any objections about any bill, please contact the fee earner dealing with your matter.   If we cannot resolve the issue between ourselves, please contact Howard Colman who is the firm’s client care partner in writing either by email at howard.colman@colmancoyle.com or by post to our registered office.

Colman Coyle operates an internal complaints procedure and upon request, we will supply you with the firm’s written complaints procedure.

We have 8 weeks to consider and resolve your complaint. If we have not resolved your complaint within this time you may complain to the Legal Ombudsman.

If you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman at enquiries@legalombudsman.org.uk or PO Box 6167, Slough, SL1 0EH to consider the complaint. From 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman will be, not later than one year from the date of the act or omission being complained about or one year from the date when the complainant should have realised that there was cause for complaint.

The Legal Ombudsman will retain the ability to apply Rule 4.7, which allows an Ombudsman to exercise discretion to extend the 1-year time limit for specific customers if, on the evidence, it was fair and reasonable to do so.

If you are unhappy with any invoice we render to you, you have a right to object to the bill.  You may complain to the Legal Ombudsman and/or apply for an assessment of the bill under part III of the Solicitors Act 1974. Please note that the Legal Ombudsman may not consider a complaint about a bill if the client has applied to the Court for an assessment of the bill. We are entitled to charge interest on all or part of on outstanding bill.

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. Please see website: https://www.sra.org.uk; or email: contactcentre@sra.org.uk

A copy of our complaints procedure is included in our terms and conditions and is sent to you at the inception of your matter, but is also available upon request.