Complaints Policy
Copious Law (T/A TenancyDepositClaims.co.uk) is committed to providing a first-class, seamless, efficient, and fast legal service to all clients. However, it is accepted that on rare occasions mishaps happen. When something goes wrong, or a mistake is made it is important that you inform us so that we can enhance client care and improve standards. Anthony Wilson, the Managing Director and Compliance Solicitor, is the designated complaints handling person with overall responsibility for complaints. He can be contacted at complaints@copiouslaw.co.uk or by post at
Copious Law Limited
Offices 9/10,
Building 18,
Clock Tower Park,
Liverpool,
L10 1LD
Our Complaints Procedure
Stage 1If you are a client or other interested party and have any concerns about the way in which the matter is being handled please raise it, in the first instance, with the Solicitor dealing with the file. If they are unable to deal with your concern to your satisfaction, you may then ask that the matter be formally investigated under our Complaints Procedure.
Stage 2
If your concern has not been addressed to your satisfaction by the Solicitor, then please write or email their Supervisor who will conduct an independent investigation of the complaint. You will find the Supervisor’s details in your initial paperwork or through your Solicitor. If you are unable to locate this information you can contact Anthony Wilson by emailing complaints@copiouslaw.co.uk. Your complaint will be acknowledged within 3 days and a written response will be provided within 28 calendar days of the complaint being received.
Stage 3
If the complaint remains unresolved, it will, at your request be escalated to Anthony Wilson, our designated complaints handling person. The complaint will be reviewed, and further investigations may be carried out, if deemed necessary. We will write to you within 28 calendar days of receiving your request for review and confirm our final position on your complaint and explain our reasons.
Stage 4
Should you remain dissatisfied with the outcome of our final decision, you may lodge an appeal to Anthony Wilson, the company’s Managing Director, via complaints@copiouslaw.co.uk. Anthony Wilson shall consider the existing information relating to your complaint, who may consider it necessary to undertake further investigations. We shall write to you within 28 days of receiving your request to appeal, confirming our position.
We are obligated to deal with all client’s complaints within eight weeks of receipt and must provide our final response within that timeframe. If we are unable to meet any of the timescales noted above, we will let you know and explain why.
If You Are Not Happy With The Outcome
Once in receipt of our final response, if you are disappointed with the outcome or it is not resolved to your satisfaction, you have the right to complain to the Legal Ombudsman Service. You can contact the Legal Ombudsman Service at
PO Box 6806
Wolverhampton
WV1 9WJ
www.legalombudsman.org.uk
Telephone:03005550333
enquiries@legalombudsman.org.uk
You are normally expected to bring a complaint to the Legal Ombudsman within six years of the problem happening, 6 months of receiving a final written response from us or three years of you finding out there was a problem with the service you received otherwise they may refuse to deal with your complaint. The Legal Ombudsman cannot deal with all complaints and will only deal with complaints from members of the public, certain very small businesses, charities, clubs and trusts, see our main Terms of Business if you are a client. The Legal Ombudsman will tell you whether they are able to deal with your complaint.
You will not be charged for any work undertaken in investigating a complaint made by you. If because of a special need, you require us to deal with your complaint or communicate with you in a particular way please let us know so that in as far as is practicable, this may be accommodated.
The Legal Ombudsman is an alternative Dispute Resolution (ADR) entity, whose procedures solicitors’ firms are obliged to comply pursuant to their professional obligations.