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.

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.

Complaints should be addressed to one of our Client Care Officers. If you have a complaint regarding a matter which is being handled by a member of our team in the Longton or Newcastle under Lyme offices, you should direct your complaint to Phillipa Connolly, at Edward House, Uttoxeter Road, Longton, Stoke on Trent, ST3 1NZ, telephone 0333 358 2582. If your complaint is about Phillipa Connolly, then please contact our Deputy Client Care Officer, Nazia Zubair, whose email address is Whilst you can call our offices on 0333 358 2582, we would ask that you write to us at Edward House, Uttoxeter Road, Longton, Stoke on Trent, ST3 1NZ.

For complaints in relation to work being undertaken in our Havant, Southampton, Aylesford, or Liverpool office you should direct your complaint to Samantha Lee, whose email address is If your complaint is in relation to Samantha Lee then please address your concerns to Nazia Zubair, whose email address is The above telephone number may be used to leave a message for Nazia Zubair.

What to do 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

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.

All Solicitors Regulation Authority regulated business are subject or rules and Principles of Professional Conduct, the Principles being that law firms and their people must act:

  1. in a way that upholds the constitutional principle of the rule of law, and the proper administration of justice
  2. in a way that upholds public trust and confidence in the solicitors' profession and in legal services provided by authorised persons
    1. with independence
    2. with honesty
    3. with integrity
  3. in a way that encourages equality, diversity and inclusion
  4. in the best interests of each client.

The Code of Conduct can be accessed via the link of: but if this is not available online the link of can be accessed to obtain details of how to access the Code which all regulated firms must follow.

Should you feel that there has been a breach of the Code of Conduct in relation to the above Principles you may complain directly to the SRA and the following link provides details of how you can report your concerns:

Alternatively, the SRA can be contacted by telephone:
0370 6062555 - Inside the UK
+44 (0) 121 329 6800 - International Callers

Or by Post at:
Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN

Or by DX – DX720293 BIRMINGHAM 47