Coyne Learmonth Complaints Procedure

If you are unhappy with our service and have been unable to resolve the matter with the person dealing with your case, please write to us with full details of your concerns. Our Client Care Complaints Partners, Anthony Learmonth and Kevin Coyne have responsibility for dealing with complaints and for this policy. You can write to them at 135 Liverpool Road Crosby Liverpool L23 5TE

What happens next?

We will send you a letter or email

  • acknowledging your complaint and send you a copy of our Complaints Procedure. We will let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 3 days of us receiving your complaint.
  • We will record your complaint in our central register and open a file for your complaint.
  • We will then start to investigate your complaint. This may involve one or more of the following steps:
    • A Partner will reply in writing to your complaint within 21 days
    • We may invite you to meet the Partner in charge of the department that dealt with your case in order to discuss and hopefully resolve your complaint;
  • Within 2 days of the meeting, we will write to confirm what took place, and any suggestions we have agreed with you. If you do not want a meeting or it is not possible, we will send you a detailed reply to your complaint. This will include our suggestions for resolving the matter. This will happen within 7 days of us completing the investigation;
  • We will endeavour to deal with your complaint in a way
  • that best suits your needs.
  • At this stage, if you are still not satisfied, you can write to us again and a Client Complaints Partner will review our decision and inform you of the outcome.

If you are not satisfied, you can ask the Legal Ombudsman to look into the matter within six months of receiving a final written response from us about your complaint. The Legal Ombudsman can accept a complaint within:

  1. Six years from the date of act/omission, or
  2. Three years from when you should reasonably have known there were grounds for complaint - although
  3. They will not accept complaints where the act/omission or date of awareness was before 6th october 2010.

The contact detials for the Legal Ombudsman are:

The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Call: 0300 555 0333 (calls are charged at a local rate and will be recorded)
If you are calling from overseas place call +44 121 245 3050; for the minicom call 0300 555 1777.
Please not the Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for assessment of that bill.