Copper Stone Solicitors

Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

  1. We will acknowledge the complaint within seven days which allows for any postal delays and notify you who will be handling your complaint.
  2. We will record your complaint in our central register and open a file for your complaint. We will conduct a full investigation and an independent review of the matter.
  3. We aim to respond in full within 28 days. However, if the complaint is of a more complex nature, we will require more time, but we will let you know when you will receive a full response. We may also invite you to meet with the Supervisor to gather more information and resolve the matter.
  4. We will reply to you, usually in writing following the outcome of the review of the complaints investigated.

If you remain dissatisfied with the outcome, or the way the complaint has been handled, you may write to the Principal Mrs. Tahera Patel– also at the address above, who will make such further investigations as are necessary. We would generally aim to do this within 14 days. This will happen in one of the following ways –


The Principal will inform you of the conclusions and any alternative proposals to resolve the complaint.

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.


Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ



What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.