Client Complaints Policy

What is a complaint?

‘an oral or written expression of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience or other detriment’.

Our complaints policy

Oliver & Co Solicitors are committed to high quality legal advice and client care to all our clients. When something goes wrong we need to know about it, this will help us to improve our standards and service to our clients.

If you are unhappy about any aspect of the service you have received or about the bill, please contact Mrs Kay Cook on 01244 312306 or e-mail or by post to: Oliver & Co Solicitors Limited Douglas House 117 Foregate Street Chester  CH1 1HE

Our complaints procedure

If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. Our complaints officer is Kay Cook, she can be contacted by telephone on 01244 312306 or by e-mail at

What will happen next? 

  1. We will write to you by letter or email acknowledging receipt of your complaint, within 7 days of our receiving the complaint.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our Client Care director Kay Cook, who will review your matter file and speak to the member of staff who acted for you.
  3. Mrs Cook will then respond to you formally in writing and invite you to a meeting in person or on the telephone to discuss the matter if appropriate which, it is hoped, will resolve your complaint. She will do this within 21 days of sending you the acknowledgement letter.
  4. If a meeting is arranged, Mrs Cook will write to you within 3 days of the meeting confirming what was discussed at the meeting and any solutions she has agreed with you.
  5. If you are still not satisfied with our response you should contact us again to explain why you remain unhappy and we will review your comments. Depending on the matter we may at this stage arrange for another director to review the decision and respond further.
  6. We will write to you within 14 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 can then contact the Legal Ombudsman at PO Box 6806 Wolverhampton WV1 9WJ,  or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of receiving a final written response from us regarding your complaint. The Legal Ombudsman provides further guidance on its service at;
  8. Alternatively, if you consider that we have breached a regulatory obligation, you may refer the matter directly to the SRA as The postal address is Solicitors Regulation Authority The Cube 199 Wharfside Street Brimingham B1 1RN. You may also telephone them on 0370 606 2555 or email them at

You will not charge you for investigating your complaint.

If we have to change any of the timescales above, we will let you know and explain why.