COMPLAINTS POLICY

Policy Statement

Cognitive Law aims to offer transparency to its clients. We will not shy away from client dis-content. Clients are advised in the Terms of Business and Client Care Letter of their right to complain and how to do so. The Complaints’ Policy is also on Cognitive Law’s website.

Policy Objective

To give clients a clear procedure to follow in the event that they wish to make a complaint about the legal services they have received from Cognitive Law.

Policy

The following Complaints Procedure is published to clients:

COMPLAINTS PROCEDURE

Thank you for drawing your concerns to our attention. If something has gone wrong we need you to tell us. This helps us improve our standards.

Our client services partner is Lucy Tarrant. She is based at 15a Brighton Place, Brighton, BN1 1HJ. Lucy can be contacted on 0333 400 4499 or by email at lucy.tarrant@cognitivelaw.co.uk. She will deal with your complaint. Please contact her whenever you wish.

What happens now?

  1. If appropriate we will telephone you upon receipt of your complaint. We very much hope that the complaint can be resolved informally.
  2. We will acknowledge your complaint in writing as quickly as possible and certainly within 7 days.
  3. Once we have the information we need we will investigate your complaint. We aim to complete the investigation and respond to you within 4-8 weeks, in accordance with the guidelines of the Legal Ombudsman.
  4. If the investigation is not going to be completed within 4-8 weeks we will write to you with an explanation, and give you the best indication of how long the investigation will take to complete.
  5. You may be invited to attend a meeting to discuss the matter but there is no obligation on you to accept the invitation.
  6. This complaints procedure is designed to address complaints of inadequate service. If you think we have made a mistake, i.e.: that we have been negligent, we may have to report this to our insurers. In that event we are often unable to discuss the matter further with you unless or until our insurers authorise us to do so. At that stage you will be advised of the need to take advice from an independent solicitor.
  7. If your complaint is about the amount you have been charged, please note the following wording which appears on the reverse side of the invoice that has been sent to you:

NOTICE OF YOUR RIGHTS

You may be entitled to apply to the High Court to have this invoice checked by an Officer of the High Court (Sections 70, 71 and 72 of the Solicitors Act 1974).

If you do not agree with or understand any aspect of the invoice, please let us know. It may be appropriate in some circumstances to use our Complaints Procedure. If you remain unhappy with our response, you may be entitled to apply to the Legal Ombudsman to resolve the matter. The Legal Ombudsman will not usually investigate any complaint made to them more than 6 months after we have responded to any complaint made to us, or more than 1 year after the action complained of. The Legal Ombudsman is located at:

PO Box 6806, Wolverhampton, WV1 9WJ.

Telephone Number: 0300 555 0333

Hours 08:30 – 17:30 Monday to Friday

Email: enquiries@legalombudsman.org.uk

8.  In respect of any complaint where we have provided you with a substantive response, if you are unhappy with that response, you have the right to complain direct to the Legal Ombudsman.

What this Complaints Procedure says is exactly what Cognitive Law will do. On receipt of a client complaint, Lucy Tarrant will acknowledge it to the Client. She will then investigate it in full, and provide a detailed response to the client within 4-8 weeks.