Complaints procedure

We are committed to providing a high-quality legal service to you.  When something goes wrong, we would like you to tell us about it.  We can then work with you to help us sort out any mistakes or misunderstandings, and to improve our standards.  This procedure applies to complaints whether about our service or about our fees.

If you have a complaint, please raise the problem with the person responsible for your matter, or if you prefer, either the director supervising that person or our complaints officer, Peter Stafford, whose contact details are:

Viaduct House, Carlisle, CA3 8EZ
E-mail:  peter.stafford@cartmells.co.uk
Telephone:  01228 516666.

 

If the person handling your matter cannot resolve your complaint by discussion with you, we will treat it as a formal complaint.

What will happen next?

We will investigate your complaint. This will normally involve the supervising director reviewing your file and speaking to the member of staff who acted for you.

The supervising director will within 14 days either respond to your complaint or, if that is not possible, will inform you as to progress of the investigation.  They may invite you to discuss the matter, either in person or by telephone, in order to resolve or clarify your complaint.

In any case the supervising director will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 21 days of your complaint.  If he needs to speak to you to clarify matters and that causes a delay, he will respond within 7 days thereafter.

At this stage, if you are still not satisfied, you should contact us again and we will arrange for our complaints officer or, if the complaint is in relation to them, someone unconnected with the matter at the firm to review the decision.

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.  If the complaints officer wishes to speak to you to clarify matters and that requires a delay, they will write to you within 7 days thereafter.

If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333  or at enquiries@legalombudsman.org.uk.  Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman at www.legalombudsman.org.uk.

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