Complaints

  • What to do if you have concerns about the service we have provided?

    We are committed to delivering an exceptional level of client service. However, if at any point you become unhappy or concerned about the service we have provided to you then you should inform us immediately so that we can do our best to resolve the problem for you. In the first instance it may be helpful to contact the person who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. If you feel that you would like to make a formal complaint then you can access our full complaints procedure here : Carters Solicitors Complaints Procedure.

  • What happens if I don't agree with your views on the complaint?

    If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from lawyers.

    Before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

    • Within six months of receiving a final response to your complaint; and

    • Six years from the date of act/omission; or

    • Three years from when you should reasonably have known there was cause for complaint (only if the act took place more than six years ago).

    The act or omission, or when you should have reasonably known there was cause for complaint, must have been after 5 October 2010.

    If you would like more information about the Legal Ombudsman please contact them.

    Legal Ombudsman Contact details:

    Visit http://www.legalombudsman.org.uk/

    Call 0300 555 0333 between 8.30am to 5.30pm. For minicom call 0300 555 1777

    Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes.

    Email enquiries@legalombudsman.org.uk

    Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

    Do not send original documents to the Legal Ombudsman. They will scan any documents you send to make computer copies and then destroy the originals.

  • Solicitors Regulation Authority

    If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA).  There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman).  For further information about the SRA’s role, please contact the SRA or visit:

    https://www.sra.org.uk/consumers/problems/report-solicitor.page#report