x

Complaints Procedures

To see our privacy notice in pdf format, please click here

INTRODUCTION

At Garth Coates Solicitors, we take any dissatisfaction with our services very seriously and we ensure that we act promptly and thoroughly in investigating any complaints that are raised.

We are committed to providing a professional and exceptional quality of service.

If you are a client and have concerns or complaints about any of the services we provided, we will seek to immediately engage with you and investigate your concerns objectively and promptly.  We will work to resolve the issues and generate a speedy and satisfactory solution.

STAGE 1 – REGISTER CONCERN AND COMPLAINT WITH FEE EARNER

The initial step is for you to raise your concerns with the Fee Earner handling your case. The Fee Earner will then review your complaint, discuss the issue with you and act to provide a satisfactory solution as quickly as possible.

STAGE 2 – ESCALATE TO PRINCIPAL PARTNER

If you are not happy with the outcome of Stage 1, you can then escalate the complaint to the Principal Partner; Mr. Garth Coates. Mr. Coates can be reached by email at garth@garthcoates.com or alternatively by post at:

Garth Coates Solicitors
22 Little Russell Street
Holborn
London
WC1A 2HL

Mr. Coates will revert to you within 10 working days of the complaint being escalated.

Subsequently, Mr. Coates will perform an objective investigation into your complaint and propose a satisfactory solution.

If the matter is complex and requires a longer period of investigation, we will contact you within 10 working days and provide a precise timescale of when you can expect the outcome of the investigation.

We will keep you updated of developments continuously and if we believe it to be helpful, we may suggest a meeting.

If there are any circumstances which make it difficult for you to make a complaint in writing, you can call us on 020 7799 1600, where you can leave a message for Mr. Coates to return your telephone call.

Mr. Coates will aim to return all telephone calls within 10 working days. However, if Mr. Coates is unable to do so, our Partner Mr. Celemet Yener will revert to you within this timeframe.  

We will ensure that your complaint about the service provided by Garth Coates Solicitors is examined thoroughly and a solution is provided as soon as possible.

 

STAGE 3 – REFER TO LEGAL OMBUDSMAN

If you are not satisfied with the outcome of Stage 2, you may refer your complaint to the Legal Ombudsman.

The Legal Ombudsman expects complaints to be made to them within 6 years of the date of the act/omission about which you are concerned, or 3 years from when you should have known about the complaint.

The Legal Ombudsman will usually only consider a complaint if our internal complaints procedure has been exhausted within the last 6 months.

The Legal Ombudsman’s contact details are as follows:

Telephone: 

Email:

 Website:

Post:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ