We are committed to providing a high-quality legal service to all our clients. We aim to investigate each complaint without delay in an attempt to reach an amicable and satisfactory solution.

Our Complaints Procedure

If you are unhappy with any aspect of the way in which your matter is being dealt with at any time, you should contact the fee earner by telephone or letter in the first instance. Often, matters can be resolved quickly this way.

If you are not happy that the fee earner has dealt with your complaint in a satisfactory manner, you should refer your complaint to the Complaints Partner, Matthew Lord who can be contacted by email:matthew.lord@lordcoxsalt.co.uk or by telephone: 0161 330 2875. If the complaint is against Matthew Lord, the complaint will be referred to Rachael Cox, Partner.

Next Steps / Response Times

1. We will record your complaint in the central register and open a separate file within one working day of the complaint being received.
2. We will acknowledge your complaint within three working days of it being received and inform you who will be dealing with the complaint.
3. We will ask the fee earner who acted for you to comment on your complaint within five working days.
4. Matthew Lord will then consider the fee earners response, the file and the information in the complaint. He may also speak to the fee earner if necessary. This will take up to three working days from receiving the fee earners reply/the file.
5. Matthew Lord will then write to you with a detailed response to your complaint and suggestions for resolving the matter within five working days. If, in exceptional circumstances, it is impossible to respond in this timescale, you will be notified of the reasons for delay and the date you will receive a response which will be no later than eight weeks from acknowledging your complaint.

Legal Ombusman (LEO)

If you are dissatisfied with our response to your complaint, then you can refer your complaint to the Legal Ombudsman (LEO). You can write to them: Legal Ombudsman, PO Box 6167, Slough SL1 0EH, telephone them:0300 555 0333 or email them: enquiries@legalombudsman.org.uk.

The Legal Ombudsman expects 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.

If your complaint relates to our bill, then you may have the right to have the bill assessed under Part 3 of the Solicitors Act 1974.

Solicitors Regulation Authority (SRA)

You also have the right to make a report to the Solicitors Regulation Authority (SRA) in the event that your complaint relates to a breach of a Principle of the SRA Standards & Regulations 2019 and/or allegations of dishonesty or discrimination. To make a report visit: https://www.sra.org.uk/consumers/problems/report-solicitor. You can also write to them: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham B1 1RN or contact them by telephone: 0370 606 2555.