How to make a complaint

Our commitment

We are committed to providing high-quality legal services to all our clients. If something goes wrong, we need our clients to let us know as soon as possible, so we can do our best to resolve it. This helps us improve our standards. Whenever possible, please raise any concerns informally with the person dealing with your case to give them the opportunity to resolve matters with you. Often, matters can be resolved quickly this way.

Our Complaints Procedure

If you wish to make a formal complaint, you can access our complaints procedure here. If you make a complaint it will not affect the handling of your case. To make a formal complaint contact our complaints manager, Paul Airey, by calling: 01228 829530 or by emailing: paul.airey@cumbriafamilylaw.co.uk or by post at: 24 Spencer Street, Carlisle, Cumbria CA1 1BG.

Legal Ombudsman

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’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.

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.

Contact details

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

Complaints in relation to bills

The procedure above also applies to complaints arising concerning our bill. There may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974; The Legal Ombudsman may not consider a complaint about a bill if you have applied to the Court for assessment of that bill.

Raising concerns with our regulator

The Solicitors Regulation Authority (SRA) can help you if you are concerned about our behavior. This could be for things like dishonesty, taking or losing your money, or treating you unfairly because of your age, disability, or other characteristics. You can find information about raising your concerns with the SRA at www.sra.org.uk in the ‘For the public’ section.