Complaints Procedure

We at Cowley Di Giorgio strive to provide a quality service to all our clients. However, if you feel that we have done something wrong, or you are not happy with our service, please let us know so that we can take steps to improve our standards.

In the first instance, if you have a complaint, please write to us (either by email, post or fax) with the details.

In order to deal with your complaint, we have set out below, the steps we will take; -

1. Once we have received your correspondence setting out the details of your complaint, we will reply to you within 5 working days acknowledging your correspondence and forwarding you a copy of this complaints policy.


2. We will then proceed to investigate your complaint, which will involve passing your complaint to the Partner in charge of the service you are complaining about. If the complaint relates to this Partner, then the matter will be dealt with one of the other Partners in the firm.


3. If we require further information in order to reach a decision on your complaint, we will contact you, either by letter, email or telephone. It would therefore, be helpful if you could confirm in your initial correspondence how you would prefer to be contacted. We may also invite you to a meeting.


4. Once we have gathered all of the necessary information for your complaint to be reviewed, we will write to you with a detailed reply to your complaint. We will also include suggestions as to how the matter can be resolved. We will endeavour to send this detailed letter to you within 24 days of the letter we send in accordance with step 1 above.


5. If you still remain dissatisfied with our reply, then please contact, our Client Care Partner Stephen Cowley, or if the complaint relates to him, then please contact either Paul Roberts or Giuseppina Sacco who will review the matter for you.

Once all of the above steps have been followed, and you are not satisfied with the outcome, you do then have the option of contacting the Legal Ombudsman. Their contact details are as follows;-

• Website: www.legalombudsman.org.uk
• Telephone Number: 0300 555 0333 (outside the UK: +44 121 245 3050)
• In writing to: Legal Ombudsman, PO BOX 6806, Wolverhampton, WV1 9WJ
• By email to: enquiries@legalombudsman.org.uk

If you decide to complain to the Legal Ombudsman, you should do so within 6 months of our final written response to you. There are other time limits which may apply to your complaint and you should therefore either speak to the Legal Ombudsman service or check their website for further details.

If you have a complaint about a bill we have issued to you, you may be able to apply to the Court for an assessment. This would be under Part III of the Solicitors Act 1974.