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Complaint Handling Procedure

Our complaints policy

We are committed to providing a high-quality legal service to all our clients. 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, please contact the partner responsible for client care, which is Jane Winfield. If there is an occasion when Jane Winfield is unavailable, please direct your complaint to Andrew MacDonald, who is a partner at Carringtons.

What will happen next?

1. We will send you a letter acknowledging your complaint and asking you to confirm or explain any details. We will also let you know the name of the person who will be dealing with your complaint.

2. We will then record your complaint in our central register. We will also investigate your complaint by examining the relevant file.

3. We will endeavor to address any issues or concerns you may have and to resolve them as quickly as possible. If appropriate we will make arrangements to speak to you directly.

4. Jane Winfield will write fully to you to set out her views on the situation and any redress that we would feel to be appropriate within 8 weeks.

5. At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 working days. This will happen in one of the following ways.

i Jane Winfield will review her own decisions.

ii. We will arrange for someone in the firm who has not been involved in your complaint to review it.

6. We will let you know the result of the review within 5 working days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Legal Ombudsman. If you are still not satisfied, you can contact them about your complaint. We very much hope that this will not be necessary.

If we have to change any of the timescales above, we will let you know and explain why.

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

Contact details

Complaints regarding professional misconduct
The Solicitors Regulation Authority can help if you are concerned about representative of Carringtons’ conduct. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

Further help

If you require further assistance, please contact the Professional Ethics helpline.