Complaints Handling Procedure

We aim to provide a courteous efficient and effective service to each client and hope that you will be pleased with the service provided. If however you should at any time be unhappy with any aspect of the service your feedback can play an important part in developing this practice and we would be grateful if you could bring any concerns at all to our attention.  If anything is wrong we would always want to know and put it right.

 At the conclusion of our internal complaints handling procedure you also have the right to complain to the Legal Ombudsman, whose full contact details of and of the Carrs Solicitors Limited complaints handling procedure are set out in the ‘client care’ letter given to each client at the start of their case.

  1. Any complaint received from a client is treated very seriously. All details are recorded and carefully considered as a matter of priority. A complaint will be acknowledged within two working days of our receiving it. You will then be sent a further copy of this procedure.


  1. The solicitor dealing with your matter will study the complaint in detail, referring back to your file etc. They will then telephone you to try to resolve the complaint and to propose some course of action to remedy the situation and also to try and avoid it happening again. If you are satisfied a report is then created and we promise to consider any further preventative action.


  1. If you are not satisfied with the course of action proposed by the solicitor dealing with your matter, then the complaint will be passed to the appointed complaints manager whose details are set out in each client care letter and in the further copy of complaints procedure sent out upon receiving any complaint for further investigation.


  1. The complaints manager will, based on the information that he has gained from the file, and discussions with the file handler, contact you either by telephone or letter or email. He will try to resolve the problem and if appropriate come to an agreement with you on the best course of action.


  1. Follow up action: corrective and preventative action may need to be taken to resolve the current complaint and to prevent it happening again. Written confirmation will be given to you of the final response.


  1. All complaints, together with associated documentation, will be filed in a complaints file and kept by us.


  1. If you remain dissatisfied after exhausting the internal complaints procedure, you will be referred to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007 to deal with legal services complaints made within six months from the date of any letter advising you that we have been unable to settle your complaint. Contact Details for the Legal Ombudsman are provided with our client care letter and with the copy complaints procedure sent to the client upon receipt of a complaint.


  1. If a grievance relates to breach of any of the SRA’s Principles set out below as opposed to the quality of service a complaint can be made to the SRA who may be contacted via the link provided on this website. The SRA’s principles require every solicitor to behave:

    (i) In a way that upholds the constitutional principle of the rule of law, and the proper administration of justice

    (ii) In a way that upholds public trust and confidence in the solicitors' profession and in legal services provided by authorised persons

    (iii) with independence

    (iv) with honesty

    (v) with integrity

    (vi) in a way that encourages equality, diversity and inclusion

    (vii) in the best interests of each client.


Carrs Solicitors Limited 15.01.2021

At Carrs Solicitors, you will always have a senior solicitor who will personally handle every aspect of your personal injury claim and who will always be available to answer your questions. We are ready to listen and to offer free impartial advice in strict confidence.

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