Our Complaints Handling Policy

Our practice is designed to try and provide the best possible legal advice and assistance to its clients. However, like any organisation, occasionally, clients feel aggrieved about one or more aspects of our service. Accordingly, in accordance with our professional obligations, we have put together a Complaints Handling Policy to deal with such situations.

If you have a complaint and have not already written to us setting out the details, please do so.

What will happen next?

  • We will send you a letter acknowledging receipt of your complaint within seven days of receiving it, enclosing a copy of this procedure.

  • We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Michael Cotterhill, who will review your matter file and speak to the member of staff who acted for you.

  • Michael Cotterhill will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.

  • Within three days of the meeting, Michael Cotterhill will write to you to confirm what took place and any solutions he has agreed with you.

  • If you do not want a meeting or it is not possible, Michael Cotterhill will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.  

  • At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review the decision.

  • We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

  • If you are still not satisfied, you can then contact The Legal Ombudsman at P.O. Box 1570, Birmingham B30 9EB about your complaint. Any complaint to The Legal Ombudsman must usually be made within six months of the end of our work for you or within six months of you finding out there was a problem.  For further information, you should contact The Legal Ombudsman on 0300 555 0333 or at www.legalombudsman.org.uk.

  • If we have to change any of the timescales above, we will let you know and explain why.

Cotterhill Hitchman Solicitors is a trading name of Cotterhill Hitchman Solicitors LLP, a limited liability partnership registered in England and Wales Registration Number: OC301080, registered office: Atlas House, 4-6 Belwell Lane, Sutton Coldfield, B74 4AB,  VAT number 655 0359 36.

Cotterhill Hitchman Solicitors LLP is authorised and regulated by the Solicitors Regulation Authority ref no: 353376.

Complaints Handling Policy Terms of Use   Privacy Policy