Our Complaints Procedure


This guidance and reporting procedure is aimed at and to be used by any client of the firm wishing to make a complaint.


A Complaint is defined as a report by a client that their expectations of what they consider to be a good service have not been met.

A client is an individual or an organisation for whom this firm acts for which includes prospective and former clients.


We are committed to providing a high-quality legal service to all of our clients.  When something goes wrong we need you to tell us about it.  This will help us improve our client service standards and the way in which we provide our legal services to clients.


EMMA MASON – Emma Mason (Director) is our Complaints Officer.  In addition to this duty, she is also Head of our Serious Injury Department.

MICHAEL McDONNELL – Michael McDonnell (Director) is our Deputy Complaints Officer and is also Head of our Disputes Department.


In the first instance, we ask that you set out your complaint in writing and forward this via email to emma.mason@cohencramer.co.uk or alternatively via post to:

For the attention of Emma Mason

Suite 1B

Joseph’s Well

Hanover Walk



If the complaint is with regard to Emma Mason then please forward your correspondence to our Deputy Complaints Officer, Michael McDonnell via email to michael.mcdonnell@cohencramer.co.uk or alternatively using the postal address above.

    • Either the Complaints Officer or the Deputy Complaints Officer will send you a letter acknowledging your complaint within five working days of receipt. If there are any further details the Complaints Officers require they will request these from you.
    • Your letter of complaint will be recorded on our central complaints register and a separate file will be opened to progress and deal with your complaint. A complaints file will be opened within two days of receipt of your complaint.
    • We will then start to investigate your complaint. This will normally involve the following steps:-

5.3.1    Emma Mason (or Michael McDonnell) will ask the member of staff who acted on your matter to provide comments on the complaint within 10 working days. She will then examine their reply

5.3.2    If the complaint relates to a long-standing matter, which may have a number of correspondence files and ring binders of documents, an analysis and response to the complaint might take longer than these time limits and you will be informed in writing.

  • Emma Mason (or Michael McDonnell) will then write to you with their findings and any proposals to settle the complaint. This will be within 5 working days of the last stage.
  • If appropriate it may be necessary to telephone you to discuss the complaint and/or arrange a meeting.
    • At this stage if you are not satisfied you are free to contact Emma Mason or Michael McDonnell again to discuss the complaint further. We will then review our decision. This will happen by another director of the firm reviewing Emma Mason’s, or Michael McDonnell’s decision within 10 days.
    • We will let you know the result of the review within five days of the end of the review. At this stage, we will write to you confirming our final position on the complaint and explaining our reasons.
    • If we are unable to resolve your complaint to your satisfaction then you are entitled to contact the Legal Ombudsman.  Their contact details are as follows:-
    • Time limits for complaints to Legal Ombudsman
      • In the first instance, you should complain to us in writing.  If you are not happy with our response then you may make a complaint to the Legal Ombudsman.  Your complaint should be made:
        • No longer than 6 years from the incident which gave rise to your complaint.
        • If the period is longer than 6 years you might still be able to complain if it is under 3 years since you should have known about the cause of complaint.
        • No longer than 6 months from our written response to your complaint.
        • Alternatively, if you complain to us and have not had a response within 8 weeks you are entitled to raise your concerns with the Legal Ombudsman at that stage.

There are certain exceptions to all these rules and the full details can be found on the Legal Ombudsman website at Section 4 of the document entitled “Scheme Rule”.


Any Complaint made by you will either be upheld or not upheld and the reasons for the decision will be put to the client in writing.

The lawyer who is the main handler of your matter will also be informed of the decision in writing.

If your complaint is upheld an appropriate remedy will be offered to you.

If your complaint is not upheld you have the right to appeal or refer the matter to the Legal Ombudsman as discussed above at point 6 and 7.

    • This policy will be monitored periodically by the firm to judge its effectiveness. The firm has appointed Emma Mason to be responsible for the operation of the policy. In particular, the firm will monitor the number of complaints received and the handlers of such client matters and will review its Complaints Policy in accordance with the results shown by the monitoring. If changes are required, the firm will implement them. Any developments of the firm’s strategic and business plans, or changes in this manual, will similarly be examined in order to ensure that no inadvertent breach of the policy occurs.
    • We are fully committed to Client Service and Standards. Every client should receive a consistent and high level of client service stipulated by the firm and the firm’s benchmark.  No Client should tolerate anything other than the highest standards.