Complaints Handling Advice Note:
Cartwright King is committed to provide high quality legal advice and services to our clients. When a client feels that something has gone wrong, we need to know about it so that we can try to put it right and have the chance to raise the standards of our services to all our clients.
We are unable to deal with verbal complaints as the detail may be incomplete or misunderstood and we must be precise so as to deal with the complaint properly and in full.
Because we take complaints very seriously and believe that our response should be of the highest quality, we refer any complaint to Resolve Consultancy who are an independent complaints handling company.
Making a Complaint:
The full details of the complaint and of the actions or omissions complained of always need to be made to the Complaints Manager:
By email: firstname.lastname@example.org
By post to: The Complaints Manager, Cartwright King, Lock House, Wilford Street, Nottingham, NG2 1AG.
Cartwright King will then deal with any complaint received as follows:
- The Complaints Manager will ensure that the complainant has a copy of this Advice Note and will acknowledge receipt of the complaint. If appropriate the Manager will refer the complaint to Resolve and inform the complainant of that.
- Resolve will contact the complainer directly and then will review the complaint independently and make an impartial investigation of the facts before providing an objective response to the concerns raises in the complaint.
- The Response will be sent to the complainant detailing the findings and if appropriate suggesting an arrangement for resolution.
- If the complaint is not satisfied by that then Resolve can, if given written reasons, be asked to review the complaint response.
- If this leaves the complaint not satisfied, a complaint can be made to the Legal Ombudsman by email @ email@example.com, or by post to:
The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ, or by telephone: 0300 555 0333.
The Ombudsman will clarify whether or not he is able to deal with the complaint and will check that it is made:
- within 6 months from the solicitors’ final response to the complaint made to them and
- within 6 years of the act or omission complained of unless he finds exceptional circumstances.
Let us know how we can help. Just provide a brief outline of your query.