Gadsden Coupe – Complaints Procedure

Our complaints policy

We are committed to providing a high-quality legal service and client care to all our clients. If you are unhappy about any aspect of the service you have received or about the bill, we want you to tell us about it. This will enable us to satisfactorily respond to your complaint and in so doing will help us to improve our standards.

Our complaints procedure

If you have a complaint please contact our practice manager Nicola Lawrenson on 01253 736670 or by e-mail to or by post addressed to The Chapel House, Bath Street, Lytham, Lancashire FY8 5ES.

Nicola will immediately refer your complaint to a senior lawyer at Gadsden Coupe who has had no previous involvement with your matter. He or she (the Complaints Officer) will be the person who will be responding to your complaint.

What will happen next?

  1. The Complaints Officer will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out (if you have not already done so). You can expect to receive our letter within two working days of us receiving your complaint.
  2. We will record your complaint in our central register and open a separate file for your complaint. We will do this within three days working days of receiving your complaint.
  3. We will then start to investigate your complaint. This will normally involve the following steps:
    1. Your complaint will be investigated fully by the Complaints Officer.
    2. The Complaints Officer will ask the member of the practice who acted for you to make detailed comment and provide a response to your complaint.
    3. The Complaints Officer will then examine the reply received and all the relevant information in your file.
    4. The Complaints Officer will then contact to you. It may be necessary for the Complaints Officer to speak with you to clarify issues. Once all the issues are fully identified and clarified the Officer will make detailed comments on your complaint. This commentary may include suggestions for resolving the complaint. Hopefully this will enable the complaint to be resolved to your full satisfaction.

Referral to the Legal Ombudsman

If you are not satisfied with our final response, you may refer your complaint to the Legal Ombudsman. The Legal Ombudsman expects complaints to be made to them within 12 months of you realising there was a concern and within six months of your last contact with our firm. The Legal Ombudsman will usually only consider a complaint about the service provided by Gadsden Coupe if our internal complaints procedure has been exhausted.

The Legal Ombudsman’s contact details are as follows:

Telephone: 0300 555 0333
From overseas: +44 121 245 3050
Minicom text phone: 18002 0300 555 1777
NGT Lite: 18001 0300 555 0333

Legal Ombudsman
P O Box 6806

Gadsden Coupe – 2021