Customer Service and Complaints

We are committed to providing a high standard of legal services to our clients. If you have any ideas as to how our service could be improved, or if you are dissatisfied with the service you are receiving, please let us know.

We ask that our clients raise any concerns a soon as possible with the person who is undertaking their work.

However, there may be occasions when that person is unable to resolve your complaint or you may feel it is sufficiently serious that you want a more senior member of the firm to investigate the matter for you.

If you have a complaint which you feel has not been dealt with satisfactorily by the person concerned, please contact the Head of Legal (Keith Arrowsmith) with details. Keith can be contacted at keith@counterculturellp.com.  Making a complaint will not affect how we handle your case.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. The Head of Legal will then investigate your complaint. This will normally involve a review your matter file and a discussion with the member of staff who acted for you.
  3. The Head of Legal will consider whether the matter can be dealt with informally, for example, by correspondence or telephone, or whether a meeting with you is required. If so, we will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 15 working days of sending you the acknowledgement letter.
  4. Within three days of any meeting, the Head of Legal will write to you to confirm what took place and any solutions that have been agreed with you.
  5. At this stage, if you are still not satisfied, you should then write to one of the Senior Partners (Tom Wilcox or Stephen Escritt) as soon as possible who will arrange to review the decision.
  6. We will write to you within 15 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  7. If you are still not satisfied, you may be able to complain to the Legal Ombudsman. They will look at your complaint independently and it will not affect how we handle your case. The Legal Ombudsman only deals with complaints from individuals, micro enterprises (not other businesses) and charities, clubs and trusts with an annual income or asset value of under £1m. Please contact the Ombudsman direct to clarify whether they will consider your complaint.
  8. Your complaint must be normally made to the Legal Ombudsman within 6 months of your receiving our final decision on your complaint and no more than six years from the date of the act/omission; or no more than three years from when you should reasonably have known there was cause for complaint.
  9. You may contact the Legal Ombudsman via:
  • Website: legalombudsman.org.uk
  • Call: 0300 555 0333 between 9am to 5pm.
  • Email: enquiries@legalombudsman.org.uk
  • Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
  1. If we have to change any of the timescales above, we will let you know and explain why.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority.