Complaints policy
Cole Khan Solicitors LLP is committed to providing a high-quality service to all our clients. This includes a commitment to putting things right when they go wrong.
If you are unhappy about any aspect of the service you have received or about your invoice, please contact Emilie Cole who is a Partner and acts as our Complaints Partner on emiliecole@colekhan.co.uk, or by post to our office: Chancery House, 53-64 Chancery Lane, London WC2A 1QS. It would be helpful if you could set out your concerns in writing, but if you would prefer not to, or if you would find it difficult to do so, Emilie Cole can be contacted by phone on 0207 406 7440.
If you need us to make any adjustments to the way that we communicate with you, for example due to disability, please let us know.
We hope that you will not need to complain about our service and wish to work with you throughout our relationship to ensure that your aims are met. We value all feedback, positive and otherwise, so we take your comments and concerns raised with us very seriously.
We will never charge you for dealing with a complaint.
What to do if you are unhappy with our behaviour?
In the highly unlikely event that your complaint is not about our service but is about our conduct you should contact Shazia Khan our Compliance Officer for Legal Practice who would deal with any such issues under the Solicitors Regulation Authority (SRA) scheme. Please note the SRA deals with conduct issues rather than the Legal Ombudsman which deals with service issues. Alternatively, you may visit the SRA’s website to see how you can raise concerns with them.
Finally, please be assured if you complain to us, we will try and resolve matters if we can.
Initial stage
In the first instance, it is helpful to contact the Solicitor who is working on your case to discuss your concerns directly and we will do our best to resolve any issues.
Formal stage
If you would like to make a formal complaint, then our procedure is set out below. Making a complaint will not affect how we handle your case.
Acknowledge the complaint in writing and send a copy of the complaint’s procedure within two working days.
Investigate the issues – within 14 days of receiving the complaint, if further time is required for example due to the complexity of the issues raised, we will update you within the 14-day period.
If a meeting/telephone discussion is required on any aspect of your complaint, we will contact you to arrange this.
We will write to you with the outcome of the Complaint within 21 days subject to any extension identified at 3 above.
Our aim is to investigate and resolve your complaint within 8 weeks of receiving the complaint. If we have to revise any of the above timescales above, we will let you know.
What to do if we cannot resolve your complaint
The Legal Ombudsman accepts complaints from consumers and businesses. If you are unhappy with the outcome, and feel that we have been unable to resolve your concerns, you may contact them directly. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you can take your complaint to the Legal Ombudsman:
Within six months of receiving a final response to your complaint; and
No more than one year from the date of act/omission; or
No more than one year from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, their contact details are below.
Contact details
• Visit: www.legalombudsman.org.uk
• Call: 0300 5550333 between 9.00 to 13.00.
• Email: enquiries@legalombudsman.org.uk
• Post: Legal Ombudsman PO Box 6167, Slough, SL1 0EH.
If you are a consumer, you will automatically be eligible for the Legal Ombudsman scheme as are most small businesses or organisations (such as a Trust or Charity) which through their limited turnover qualify for access to the Legal Ombudsman scheme. The Legal Ombudsman may help you assess if you qualify or not. If you are a larger business and excluded by the Legal Ombudsman from using its service, we will try and find an alternative method to assist us in resolving your concerns.
Alternative Dispute Resolution
Alternative dispute resolution (ADR) complaints handling bodies such as ProMediate are competent to deal with complaints about legal services if you wish to use such a scheme and if we also agree to do so.
August 2026