Coren Law Limited

Complaint handling procedure

Coren Law is committed to providing a high-quality legal service to all our clients. If something goes wrong or you are, for whatever reason, unhappy with the service provided or fees charged, we need you to let us know.

Our complaints handling procedure

If you are a client and have a concern or a complaint about our service or a bill that we have rendered, in the first instance, please contact Steven Coren, Director.

What will happen next?

1. We will acknowledge receipt of your complaint and provide you with our Complaint Resolution Form within five days of you raising your concerns.
2. Upon receipt of the Complaint Resolution Form we will then forward this to an external law firm for them to investigate.
3. That firm will then, if appropriate, invite you and us to separate meetings to discuss and, it is hoped, resolve your complaint. This will normally be done within 28 days of your being sent the acknowledgement letter.
4. As soon as possible after any meetings, the external firm will write to each of us to confirm what took place and any solutions which may have been agreed.
5. If you do not want a meeting or it is not possible to arrange, the external firm will send you a detailed written reply to your complaint, with a copy to us, including its suggestions for resolving the matter. It will endeavour to do so within 28 days of your being sent the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with the response and we will refer your comments to the external firm to review the decision.
7. After considering any responsive comments from us, the external firm will endeavour to write to each of us within 21 days of receiving your request for a review, confirming the final position on your complaint and explaining the reasons.
8. If any of the timescales above have to change, we or the external firm will let you know and explain why.

Complaint to the Law Society

If you are still not satisfied, you can then contact the Isle of Man Law Society at 13 Mount Havelock, Douglas, Isle of Man, IM1 2QG or call 01624 662910 about your complaint. Any complaint to the Law Society must usually be made within six months of your receiving a final written response from us regarding your complaint. The Law Society offers a conciliation service to enable you to make an informal complaint about poor standards of service or to make any other informal complaint which you which you think might be capable of resolution between yourself and an advocate with the Law Society’s help. Further guidance on the conciliation service can be accessed via:

www.iomlawsociety.co.im/rules-complaints/complaints

In the alternative, you may make a formal complaint to the Advocates Disciplinary Tribunal (ADT) at any time about an advocate’s professional misconduct. It is not necessary to use the Law Society’s Conciliation Scheme if you do not wish to.

The ADT is independent of the Law Society.

Record – 2024

Coren Law received 0 complaints which were required to be resolved under our complaint handling procedure during the year 1 January 2024 – 31 December 2024.