Carta Law Complaints Policy

Effective Date: May 13, 2026

We aim to provide a high-quality service to all of our clients at all times. If you have any concerns with our service, the level of our fees, or with the way in which we have dealt with any matter we have worked on, please first contact your Lead Lawyer or other primary relationship contact, who will handle your complaint or refer it internally to an appropriate member of staff.  

We treat complaints very seriously and make every effort to deal with them effectively. We will investigate your complaint, and respond fully as soon as possible.  All complaints are dealt with under the supervision of the Compliance Office for Legal Practice. 

We aim to acknowledge your complaint no later than two working days from the date of receipt and send an initial response within 10 working days. Should a substantive response be required, we aim to send this to you within 20 working days. If, for any reason, we are unable to respond fully within 20 days we will tell you why, and when we expect to reply to you in full. At all times, we will keep you updated on the progress of your complaint and how it is being handled.  

We aim to resolve your complaint as quickly as possible and in any event within eight weeks from the date of receipt. 

If you do not believe that we have responded to your complaint within a reasonable time, or you are not satisfied with the response, you should contact the Legal Ombudsman.  

A six-month time limit, from the date of our final response, normally applies to complaints to the Legal Ombudsman. Usually, complaints must be made to the Legal Ombudsman within six years of the date of the reason for the complaint, or within three years of discovery of the reason for the complaint. 

Please note that the service provided by the Legal Ombudsman is only available to certain types of clients/organisations. Further details of those eligible for the service can be found on the Legal Ombudsman's website. Alternatively, you should contact the Ombudsman on the helpline number given above. 

If you are concerned about our behaviour or conduct (for instance,  dishonesty, some form of discrimination or taking or losing money), you may also wish to get in touch with the Solicitors Regulation Authority. 

Contact Details 

Legal Ombudsman 

Post: PO Box 6167, Slough, SL1 0EH 
Email: enquiries@legalombudsman.org.uk
Phone: 0300 555 0333  
Website: www.legal ombudsman.org.uk

Solicitors Regulation Authority 

Post: The Cube, 199 Wharfside Street, Birmingham, B1 1RN 
Email: available at www.sra.org.uk/contact-us/ 
Phone: 0370 606 2555 
Website: www.sra.org.uk