Complaints procedure

The firm has a complaints handling procedure, a copy of which will be made available to you on request or in the event you make a complaint.

If for any reason at any time, you are not satisfied with the service being provided to you or you have a complaint about the firm’s invoice, you should in the first instance, immediately contact the partner/consultant supervising your file and we will try to resolve any issues you may have.

If you are not satisfied with the responses received from the person named in the previous paragraph, you may refer your complaint to Shak Inayat, Principal Solicitor at Penn Chambers Solicitors whose direct telephone number is 0207 183 2898 or email shak.inayat@penngroup.co.uk.

In relation to any complaint about the firm’s invoice and as stated on our invoice:

  1. You have the right to object our invoice and apply for an assessment under Part III of the Solicitors Act 1974.

  2. Payment of our invoice is due 14 days after delivery to you.

  3. We may charge interest on all, or part of our invoice if it remains unpaid for more than 14 days, such interest to be charged from the due date of payment.

At the conclusion of our complaints handling process, if you remain unsatisfied with the firm’s response, you may take your complaint to the Solicitors Regulation Authority.

If for any reason we are unable to resolve the problem between us, or you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman to consider the complaint. The guidelines issued by the Legal Ombudsman state that you should allow Carter Bond Solicitors at least eight weeks to resolve your complaint. If you have not done so within those eight weeks, you may approach the Legal Ombudsman but you have only 6 months from your last contact with us in which to contact him.

The Legal Ombudsman may be contacted at 

The Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ

Tel: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

It is our experience that such concerns are much better addressed at the time they arise when any adverse impact of the matters giving rise to concern can be minimised, rather than at the conclusion of a matter where information may be more difficult to gather or corroborate and the progress or outcome of your matter may have been unnecessarily compromised.