quality assurance

Collingwood Legal comply with the principles, outcomes and other requirements imposed by the Solicitors Regulation Authority. We have detailed systems and controls in place.

The management team at Collingwood Legal is committed to ensuring that our clients receive consistently high quality legal advice and representation. To achieve this aim we have developed practical yet comprehensive procedures.

Systems and Procedures

All of the team at Collingwood Legal is responsible for implementing the quality policy and each employee works within the prescribed systems and procedures. Our quality system is regularly reviewed and evaluated for conformance and effectiveness.

Our staff participated in the preparation of our quality processes and are involved in their continual review. We have all undertaken training on the quality processes and appreciate their value.

Collingwood Legal has a clear system of records in place to show how clients’ matters are progressed. We have systems and policies for communicating with clients in order to advise, inform, deal with enquiries and any complaints. We have documented procedures for opening, reviewing and closing files.

We actively seek client feedback in order to ensure our service is of the high quality our clients expect. Collingwood Legal regularly reviews performance through internal audits and meetings. The management team determines whether the quality system is working and what improvements can be made.

Collingwood Legal has documented procedures for dealing with actual and potential breaches of procedure. We keep a record of these activities and the resulting decisions and monitor the effectiveness of our policies and procedures.


If you have a complaint please contact Paul McGowan, our Client Care Partner, who will provide you with details of our complaints procedure. Clients of the firm are entitled to a copy of the firm’s complaints handling procedure on request. A complaint may include a complaint about our bill or the level of our costs. We shall look at any complaint carefully and promptly and do all we can to explain the position to you. If we have given you less than satisfactory service, we shall try to do everything reasonable to put it right.

You may raise your complaint with the Legal Ombudsman. They are the independent body that deals with complaints involving solicitors. Their address and other contact details are: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ telephone: 0300 555 0333; email: enquiries@legalombudsman.org.uk.

We are authorised and regulated by the Solicitors Regulation Authority (SRA) and the rules and regulations governing how we should act and carry out our business are contained in the SRA Standards and Regulations (detailed on their website). If your concern relates to our conduct, behaviour or you believe the firm or a member of staff has breached any SRA Principles then you can raise your concerns with the Solicitors Regulation Authority. You can contact the Solicitors Regulation Authority by telephone on: 0370 606 2555 or by visiting their website: www.sra.org.uk.