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Complaints Policy

Our complaints policy

We are committed to providing a high quality legal service to all our clients.

We are also committed to having good professional working relationships with Counsel, other solicitors, the LAA and third parties.

We comply with our Equality and Diversity Policy regarding the provision of services and the instruction of Third Parties.

When something goes wrong we need you to tell us about it.  This will help us to improve our standards.


Our complaints procedure

If you have a complaint about our service or a bill that we have rendered, or both, please contact us with the details.

The person to contact is
Michelle Fraiser
Carter Osborne Limited
59 Midland Road
01933 273400


What will happen next?

We will send you a letter acknowledging your complaint and may ask you to confirm or explain the details set out.  You can expect to receive our letter within four working days of the receipt of your complaint.  We will enclose a copy of this procedure.

Your complaint will be recorded in our central register and a file will be attached to your case file.  We will do this within a day of receiving your complaint.

We will then start to investigate your complaint.  This may involve one or more of the following steps:

  • asking the member of staff who acted for you to reply to your complaint;
  • Examining their reply and the information in your complaint file. They may then be asked for more information.

We will invite you to a meeting to discuss and hopefully resolve your complaint.  This will be done within fifteen working days of sending you the acknowledgement letter.

Within two days of the meeting Michelle will write to you to confirm what took place and any solutions agreed with you.

If you do not want a meeting or it is not possible Michelle will send you a detailed reply to your complaint.  This will include our suggestions for resolving the matter.  This will happen within fifteen working days of sending you the acknowledgement letter.

At this stage, if you are still not satisfied you can contact us again.  We will then arrange for another Director to review the decision.

We will write to you within 8 working days of receiving your request for a review confirming the final position on your complaint and explaining the reasons.

If the timescales for any of the above need to be changed we will let you know and explain why.

If we are unable to settle your complaint using our internal complaints process you have a right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007.  The Legal Ombudsman deals with legal services complaints.

Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ
Tel: 0300 555 0333 or 0121 245 3050
Email: enquiries@legalombudsman.org.uk to consider the complaint.

There are time limits within which complaints must be made to the Legal Ombudsman, as indicated below.

Generally speaking, your complaint should be made to the Ombudsman no later than 12 months from when the problem occurred or from when you should reasonably have become aware of the problem.

Additionally, you should make your complaint to the Ombudsman within six months of receiving a final response from us following the complaint that you have made to us.

Normally, your complaint needs to fall inside both rules if the Ombudsman is going to investigate it.

Alternative complaints bodies such as ProMediate exist which are competent to deal with complaints about legal services should both you and our firm wish to use the scheme.

We do/do not agree to use ProMediate.

If the complaint is about Michelle Fraiser then all of the same procedures above apply save that Andrew Gibson will deal with the matter.  He can be contacted at the same address as Michelle Fraiser and his email is andrew.gibson@carterosborne.co.uk.