Client Satisfaction

If you have been happy with our service we would love to get your feedback.

Complaints Procedure

However, we are equally interested in any negative feedback you feel necessary to raise with us, as this helps us identify areas of our practice that we can improve on.

If at any point you become unhappy with the service we provide to you, then please inform us immediately so that we can do our best to resolve the problem for you.

Step 1 – Contact the Fee Earner or the Senior Partner

If you would like to make a complaint you should make it with the fee earner that has been preparing your case. In the event that you remain dissatisfied after taking this initial step then you are invited to contact Natasha McDermott, the Senior Partner, to see if an informed resolution can be achieved. She will normally respond within 5 working days.

Step 2 – Contact the Complaints Manager

If the complaint is about the senior Partner or the Partner has not been able to resolve the issue, then you should raise your complaint with the Complaints Manager at cm@carterssolicitors.org.uk.

The Complaints Manager will respond to you within 2 working days to acknowledge receipt of the complaint.

Generally the Complaints Manager will aim to investigate your complaint and make a substantive response within 4 weeks of their acknowledgement. However, in more complex cases or in exceptional circumstances a response may take up to 6 weeks. In the event that it will take longer than this the Complaints Manager will contact you to agree necessary time frames.

We aim to complete investigations and where appropriate find resolutions quickly and efficiently.

Step 3 – Contact the Legal Ombudsman

If we are unable to resolve your complaint to your satisfaction, you can refer the matter to the Legal Ombudsman in circumstances where the complaint relates to the quality of the work we did for you or if you believe our charges are unjustified.

The Legal Ombudsman investigates complaints about service issues with solicitors.

They expect 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.

The details for contacting the Legal Ombudsman are as follows:

Address: PO Box 6167, Slough, SL1 0EH

Telephone number: 0300 555 0333 (+44 121 245305 overseas)

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

Contact the Solicitor’s Regulation Authority (SRA)

Alternatively, the SRA may be approached in the event that your complaint relates to an issue of honesty or in the event that you believe a solicitor has acted in contravention of the regulations governing solicitor’s behaviour.

You can make a complaint to the SRA by navigating to https://www.sra.org.uk/consumers/problems/report-solicitor/.