Complaints

Carter-Ruck is committed to delivering the very best service to our clients. If at any point you become unhappy or concerned about the service we have provided then please inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the partner responsible for your case to discuss your concerns; they will do their best to resolve any issues. If you would like to make a formal complaint, this should please be addressed in writing to our Complaints Partner. Making a complaint will not affect how we handle your case and you will not be charged for the handling of a complaint. Complaints are processed in accordance with our Complaints Procedure.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

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
  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

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

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority can help if you are concerned about our behaviour. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.


© 2020 Carter-Ruck, 6 St Andrew Street, London EC4A 3AE | lawyers@carter-ruck.com

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