Complaints Policy

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure here see below Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority.

What do to if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint


  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Call: 0300 555 0333 between 9am to 5pm
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Complaints Procedure

Complaints of any sort are taken very seriously by Cooks Solicitors. We consider a complaint as being a written or verbal criticism of an individual within Cooks Solicitors or with a system or procedure operated by us. It is important to Cooks Solicitors that all expressions of dissatisfaction are dealt with satisfactorily.

If you wish to make a complaint you can do so in writing, by telephone, by email or via our website. Please address all correspondence for the attention of Mr Nigel Cook, Cooks Solicitors, 12 Brindley Court, Dalewood Road, Lymedale Business Park, Newcastle under Lyme, Staffordshire, ST5 9QA. Telephone number 033 33 582 582, email or via our website

What will happen next?

Once your complaint is received you will be sent a written acknowledgment within 3 working days to confirm receipt and to advise you of our next step.

We will review your complaint, log the matter on to our Complaints Register and investigate your complaint. We aim to provide you with a full response within 14 working days, in the event that further investigations are required beyond this time period we will advise you immediately. Our investigations will include, but will not be limited to, examining your file and speaking to employees involved in the matter.

If you remain dissatisfied the matter can be referred to the Director of Legal Services for consideration. Where appropriate the matter can be referred to the Legal Ombudsman or necessary Indemnity Insurers.

In the unlikely event that your complaint remains unresolved we will send you either our final response or a letter explaining why we are not yet in a position to resolve your complaint and advise you when we will be in contact again. It is at this stage that you can refer the matter to the Legal Ombudsman:-

Legal Ombudsman
PO Box 6806
Tel: 0300 555 0333

You must contact Legal Ombudsman either within 6 months following the conclusion of us handling your complaint against Cooks Solicitors or within 12 months of the date you became aware that there was a problem or the date it was first raised.