Complaints procedure
If something isn’t right,
tell us.
We want to resolve concerns promptly and fairly, whether they relate to our service or our charges.
legal@covrigcounsel.co.ukPlease include your company name, the matter reference if available, what went wrong and how you would like us to put it right. You do not need formal wording or legal arguments. If email is not suitable, tell the lawyer handling your matter and we will agree another way to receive your complaint.
We acknowledge your complaint
Within five business days, we confirm receipt, explain who will review the complaint and tell you whether we need any further information.
We review what happened
We consider your concerns, review the relevant work and communications, and investigate fairly. We may suggest a conversation to understand the issue and discuss a practical resolution.
You receive a written outcome
We aim to respond within 28 days, explaining our findings and any proposed steps to put matters right. If we need longer, we explain why and give you an updated timetable. We aim to complete the process within eight weeks. Your right to refer an eligible complaint after eight weeks is not delayed by our review.
Taking a complaint further
If we cannot resolve your complaint
If you remain unhappy after our final response, or eight weeks have passed, you may be able to ask the Legal Ombudsman to consider a complaint about the solicitor’s service. This is subject to its eligibility rules: individuals and qualifying micro-enterprises may qualify, but not every business does.
The usual time limits
- Within one year of the act or omission, or one year from when you should reasonably have known there was cause for complaint.
- Within six months of a final written response that meets the Ombudsman’s requirements.
The Ombudsman can extend time limits in appropriate circumstances under its rules.
For concerns about a solicitor’s professional conduct, you can contact the SRA directly .
Our final response will explain any applicable further complaint or alternative dispute-resolution routes. This procedure does not prevent you from obtaining independent advice about other remedies.