Collingwood Immigration Services

Complaints Handling Policy


Our Commitment

We are committed to providing a high-quality legal service to all our clients. When
something goes wrong, we need our clients to tell us about it. This will help
improve our standards. Whenever possible, please raise any initial client care
problems with the person acting on your case to give them the opportunity of
resolving matters with you. Often, matters can be quickly resolved in this way.

What will happen next?

If you are unhappy about any aspect of the service you have received, or about the bill,
please contact us by post to our office at 13 Regent Terrace, Gateshead, NE8
1LU, email or telephone
0191 676 7002. We have a procedure in place which details how we handle
complaints as follows:

 1.    We will send you a letter acknowledging receipt of your complaint within 

       five days of receiving it, enclosing a copy of this procedure.

2.    We will investigate your complaint. This will normally involve passing your

     complaint to our Client Care Partner, Susan Liew who will review your matter 

     file and speak to the member of staff who acted for you.

3.    We will then invite you to a meeting to discuss and hopefully resolve your complaint. 

     We will do this within 14 days of sending you the acknowledgement letter.

4.   Within five days of that meeting we will write to you to confirm what took place and to

     set out any solutions that have been agreed with you.

5.    If you do not want a meeting, or it is not possible, you will be sent a detailed written 

     reply to your complaint, including the suggestions for resolving the matter, within 21 

    days of sending you the acknowledgement latter.

6.    At this stage, if you are still not satisfied, you should contact us again and we will 

     arrange for another senior member of the firm to review the decision.

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.    If you are still not satisfied with our handling of your complaint you can ask the Legal

     Ombudsman to consider the complaint. We would hope that this does not become 

     necessary and that we can resolve matters between ourselves. 

Contact details are as follows:

PO Box 6806



0300 555 0333




The Legal Ombudsman expects complaints to be made to them within one year of the date

of the act or omission about which you are concerned, or within one year of you realising
there was a concern. You must also refer your concerns to the Legal Ombudsman
within six months of our final response to you.

Please note that from the 22nd January 2024 the address of the Legal Ombudsman will change to

PO BOX 6167



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

Complaints in relation to bills

The procedure above also applies to complaints arising concerning our bill. There may also be
a right to object to the bill by applying to the court for an assessment of the
bill under Part III of the Solicitors Act 1974; The Legal Ombudsman may not
consider a complaint about a bill if you have applied to the Court for
assessment of that bill.

Raising concerns with our regulator

The Solicitors Regulation Authority (SRA) can help you 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. You can find information about
raising your concerns with the SRA at: