Complaints

Cartwright King is committed to providing high quality legal advice and services to our clients. If a client tells us that something has gone wrong, we will do all we reasonably can to put it right. So that we can fully investigate the concerns raised, we will need to have full details of the complaint.

Making a Complaint

If you are unhappy about the standard of our service then please send full details of the grounds of your complaint to the CK Complaints Manger:

By email to: complaints@cartwrightking.co.uk

By post to:
Matthew Shiels,
Complaints Manager,
Cartwright King Solicitors,
First Floor, One Cathedral Square, Blackburn BB1 1FB

Please make the details of the complaint as precise and clear as possible and include the name of the lawyer involved, the actions or failings that form the basis of the complaint and the relevant dates if you have them. Please also send or refer to any documents you feel to be relevant to your complaint.

What happens then?

Step One: If they have not already done so, we ask our clients to let us know the full nature of the problem. In the first instance the problem should be raised with the person dealing with the file.
Step Two: If the problem cannot be addressed by the person dealing with the file our clients should contact our Complaints Handling Representative who will write to the client acknowledging their complaint within five working days. In this letter, we shall confirm what happens next.
Step Three: Our complaints Handling Representative shall then investigate the matter by reviewing the matter file and speaking to the member of staff concerned. Once the investigation has been completed, our Complaints Handling Representative will provide a written response and hopefully resolve the complaint. We aim to do this within 28 days of the complaint being received, and we will let you know if for any reason the investigation will take longer than this.
Step Four: If the client is satisfied with our response following the above steps, that will be the end of the matter. However, if the client is not satisfied, they will be invited to contact our Complaints Handling Representative again and he will arrange for another Director who is unconnected with the matter to review the decision. He will write to the client within 28 days of receiving the request with confirmation of the firm’s final position in relation to the complaint, outlining the reasons and any final redress that is offered.

Our aim is that you will receive the response within 8 weeks of the receipt of the original complaint.

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

The Legal Ombudsman expects 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 Legal Ombudsman’s contact details are:
Telephone: 0300 555 0333 Minicom: 0300 555 1777
Website: www.legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

1st April 2023