We aim to give every client a straightforward, high-quality service. If we fall short of that, we want to know — so we can put it right, and so we can do better. This page explains how to raise a concern and what will happen.
How to raise a concern
In the first instance, please talk to the person you have been dealing with. Many concerns can be resolved quickly and informally once we understand them.
If you would prefer to make a formal complaint, or you are not satisfied with the initial response, put it in writing to us at info@coownershipsolutions.co.uk, marked for the attention of the partners. Please tell us:
- your name and how best to reach you;
- what has happened and when;
- what you would like us to do to put it right.
What we will do
- Acknowledge your complaint in writing, normally within five working days, and let you know who is handling it.
- Investigate it fairly and thoroughly, reviewing the relevant file and speaking to the people involved. We may ask you for further detail.
- Respond in full, normally within eight weeks of receiving your complaint, setting out our findings and any steps we propose. If we need longer, we will tell you why and give you a revised timescale.
If you remain dissatisfied
If our final response does not resolve matters, please tell us — we will consider whether there is anything further we can reasonably do.
Co-ownership Solutions LLP is not a regulated law firm, so our own services are not covered by the Legal Ombudsman or the Solicitors Regulation Authority. Where part of your matter has been handled by a regulated firm we work alongside — such as Spencer West LLP — that firm's own complaints procedure and regulator will apply to its work, and it will tell you how to escalate a complaint about its services. If your complaint concerns how we have handled your personal data, you may also contact the Information Commissioner's Office at ico.org.uk.
Our commitment
Raising a complaint will never affect how we treat you. We record and review complaints so that we learn from them, and we are grateful to clients who take the time to tell us when something could be better.