HOW ARE WE DIFFERENT 

SPECIFIC EXPERTISE 

We are a rare breed amongst smaller law firms in the Midlands. In concentrating our skills solely in the fields of commercial and employment law (rather than offering a more conventional ‘general’ practice) we provide you with a much more personal service, lower overheads and, most importantly, a huge amount of knowledge from solicitors who know their business. 

WHAT WE WILL DO 

Provide practical, hard-nosed expert business advice developed specifically for small and medium-sized businesses 
Add a healthy dose of commercial acumen and many years of experience to our legal advice 
Use modern technology and systems to drive cases forward at a competitive pace 
Discuss costs with you in advance and keep you informed regularly 
Use our many years of experience to help clients who need an expert but feel deterred by what other firms charge 
Make time to understand you and your business, and get to the heart of the problem 

WHAT WE WON’T DO 

Behave as if we were bigger than we are 
Charge you rates comparable to most larger commercial practices 
Meet you and then pass your case down to a junior lawyer 
Take weeks to respond to your queries 
Use complicated terminology without explaining it 
Take on a case without discussing it in detail and planning costs 
Promise a "helpline" service with an expensive 2-3 year subscription that will only provide superficial advice, without continuity or proper understanding of your business and commercial needs 

We are proud of our expertise and reputation. We hope that we are able to do business with you. Call 0121 777 0015 

Cox Cooper Ltd Solicitors is Authorised and Regulated by the Solicitors Regulation Authority No. 465528 

COMPLAINTS 

We aim to offer all of our clients an efficient and effective service at all times. 
 
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. 

WHAT TO DO IF WE CANNOT RESOLVE YOUR COMPLAINT 

We aim to offer all of our clients an efficient and effective service at all times. 
 
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. 

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. 

COMPLAINTS HANDLING POLICY 

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. 
 
If you have a complaint, please contact us with the details. 

WHAT WILL HAPPEN NEXT? 

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure. 
 
2. We will then investigate your complaint. This will normally involve passing your complaint to one of our partners not previously involved, who will review your matter file and speak to the individual who acted for you. 
 
3. This partner will then invite you to a meeting to discuss and hopefully resolve your complaint. This will be proposed within 14 days of sending you the acknowledgement letter. 
 
4. If you would like a meeting, the partner will write to you within seven days of the meeting to confirm what took place and any solutions he has agreed with you. 
 
5. If you do not require a meeting or it is not possible, the partner will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. 
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for a review. 
 
7. 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. 
 
8. Alternatively, we will invite you to agree to an independent complaints handler to review the complaint and make recommendations, if any. They will do this within 14 days of receiving your complaint about a review. In all but exceptional circumstances, we will act upon the advice given by the independent complaints handler. 
 
9. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ, on 0300 555 0333 or at www.legalombudsman.org.uk. Any such referral should ordinarily be made within six months of our written response. 
 
If we have to change any of the timescales above, we will let you know and explain why. 
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