We are committed to high-quality legal advice and client care. If you are unhappy about any aspect of the service, please contact the person handling your matter in the first instance. If they are unable to help, please contact Joanne Strickland or Helen Akeroyd so we can do our best to resolve the problem.
Helen Akeroyd and Joanne Strickland are the Directors in charge of dealing with complaints.
The Solicitors Regulation Authority regulates us and redress mechanisms are provided through them and the Legal Ombudsman.
Raising a concern with us
We want to resolve any problems with the service provided. It is therefore important that you immediately raise your concerns with us. If at any stage you have or wish to make a complaint, inform the person handling your matter straight away about the nature of your concern.
If you do not feel comfortable speaking with the individual handling your matter, please contact our complaints handlers Joanne Strickland or Helen Akeroyd:
- joanne@coopernimmo.co.uk
- helen@coopernimmo.co.uk
If the person handling your matter cannot promptly resolve your concerns, then it will be dealt with as a formal complaint under our complaints policy set out on our website.
The Legal Ombudsman
If we cannot resolve any such concerns to your satisfaction you can make a complaint to the Legal Ombudsman online at www.legalombudsman.org.uk or via mail to PO Box 6806, Wolverhampton, WV1 9WJ.
The Legal Ombudsman investigates complaints about legal services. They expect complaints to be made to them within one year of the date of the act or omission about which you are concerned, or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
The Legal Ombudsman may consider complaints made after these deadlines if it is fair and reasonable for them to do so. They may decide not to pursue a complaint if:
- there was no significant loss, distress, inconvenience, or detriment;
- the size or complexity of the complaint, or your behaviour, results in the complaint requiring a disproportionate use of resources;
- there has been undue delay in bringing the complaint;
- where you have already accepted a reasonable offer we made.
Complaints about data protection
Complaints about rights under the General Data Protection Regulation may be made to the Information Commissioner’s Office at ico.org.uk.
Jurisdiction
Any disputes or legal issues will be determined by the laws of England and Wales and considered exclusively by the English and Welsh courts.