0207 739 1700 info@kobaltlaw.co.uk

Complaints

DISPUTE RESOLUTION / COMPLAINTS PROCEDURE

  1. We hope you will have no complaint.
    To underline how seriously we take complaints, we have a set Complaints Procedure which can be summarised as follows: –
    1.1.1.1 If you have any complaint or observation (good or bad) about our service, please say so.
    1.1.1.2 Raise any complaint first with the Fee Earner assigned to your matter, including any complaint to your bill.
    1.1.1.3 If this does not resolve it satisfactorily, bring it to the attention of the Supervising Partner responsible for your case.
    1.1.1.4 If this does not resolve the issue satisfactorily, contact the Complaints Handling Manager nominated by the firm to ensure prompt and thorough investigation of any complaint.
    1.1.1.5 You will receive a response within 48 hours from the Complaints Handling Manager and a full response within 10 days. Please quote our full file reference. He will then open a file for the complaint and commence our formal Complaints Procedure (a full copy of which is available on request). We hope that this will resolve any query before it becomes a problem. 1.1.1.6 If still unresolved at this stage, you may take your complaint to the Legal Ombudsman.
    Normally, you will have to bring your complaint to the Legal Ombudsman within 6 months of receiving a final response from us about your complaint,
    BUT IN ANY EVENT IT MUST BE BROUGHT WITHIN:
    A. ONE YEAR OF THE DATE OF THE ACT OR OMISSION BEING COMPLAINED ABOUT: OR
    B. ONE YEAR FROM THE DATE ON WHICH YOU REALISED THAT THERE WAS A CAUSE FOR COMPLAINT

    CONTACT DETAILS:
    1.1.1.6 The address of the Legal Ombudsman is PO Box 6167, Slough SL1 0EH; telephone, 0300 555 0333; or view their website at www.legalombudsman.org.uk; e-mail enquiries to: enquiries@legalombudsman.org.uk. In a case which is not A FIXED FEE matter, you have the right to complain about our bill or bills and have it or them assessed under Part III of the Solicitors Act 1974, in which case the Legal Ombudsman may not consider your complaint.
    1.1.1.7 As you know we are regulated by the SRA and so are subject to the rules and regulations of the SRA code of conduct and those in the SRA Handbook.
    You can obtain a copy of this by visiting the SRA WEBSITE AT : www.sra.org.uk.

SRA

The Cube
199 Wharfside Street
Birmingham
B1 1RN

Email: contactcentre@sra.org.uk
Phone number
+44 (0)3706 062 555