Complaints Procedure

Complaints procedure

We are committed to providing the highest quality service to our clients. However, we accept that from time to time difficulties and misunderstandings may arise.

If you have any problems, please discuss your concerns with your primary contact partner. If, after such discussions, you feel that the matter has not been adequately resolved, please contact the partner of the Firm appointed to handle clients’ complaints ([email protected]).

What to do if we cannot resolve your complaint

If the problem cannot be resolved using the procedure above, you may wish to contact the Legal Ombudsman or the relevant regulatory authority (as indicated in the Terms of Business and Letter of Engagement for the relevant matter), which operate complaints and redress schemes.

Contacting the Legal Ombudsman

If your complaint relates to poor service, you may wish to contact the Legal Ombudsman. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurred (or if outside of this period, within three years of when you should reasonably have been made aware of it).

For further information about the Legal Ombudsman, including whether you can complain, contact 0300 555 0333 or

Contacting the relevant regulatory authority

If your complaint relates to misconduct and breaches of Codes of Conduct, you may wish to contact the relevant regulatory authority. Each regulatory body has its own procedure for raising complaints – details for these can be found by clicking on the links below:

IPREG – click here for further information.
SRA – click here for further information.
The Law Society of Ireland – click here for further information.

Carpmaels & Ransford provides legal advice through a number of separately regulated legal entities, which are regulated by a number of different regulatory bodies, as explained on our Regulatory Information page. Legal responsibility and liability for the provision of services are determined by the engagement terms entered into between clients and the relevant entity. Please refer to the Letter of Engagement and Terms of Business for the relevant matter to which your complaint relates in order to determine which regulatory body can help.