Complaints

Information about our complaints process and raising legal concerns

We want to give you the best possible service and your feedback is important to us whether it is negative or positive. If it is positive is it always nice to know we are getting it right; if it is negative then we can see where we are getting it wrong and take steps to improve. In any organisation offering a service it is impossible to avoid all complaints but we take them seriously and do our utmost to resolve them will a minimum of disruption to you.

If at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem to your satisfaction.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure here.
Making a complaint will not detrimentally affect how we handle your case.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things treating you unfairly because of your age, a disability or other characteristic or if you feel that we have acted unethically.
You can raise your concerns with the Solicitors Regulation Authority. For further information follow this link: www.sra.org.uk/consumers/problems/report-solicitor/

What do to if we cannot resolve your complaint

If you remain unsatisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint.

The Legal Ombudsman expects complaints to be made within one year of the date or omission about which you are concerned or one year from the time that should have realised that there was a cause for a complaint.

Any complaint to the Legal Ombudsman must usually be made within six months of our final written response on your complaint, but for further information, you should contact the Legal Ombudsman.

Data Protection Complaints

This procedure outlines how you raise a complaint about the way in which your personal data has been handled, and how we will manage your complaint in accordance with the Data Protection Act 2018, UK GDPR and The Data Use and Access Act 2025.

  1. This procedure applies to all individuals whose personal data we process, (collectively known as Data Subjects) and applies to all processing activities involving your personal data.
  2. If you believe we have mishandled your personal data, failed to uphold your data protection rights, or not responded appropriately to a data protection request, you may submit a complaint using one of the following methods:
    In writing:
    St Johns House,
    37‑41 Spital St,
    Dartford,
    DA1 2DR
    By email:
    mdavis@ctwsolicitors.co.uk
  3. To help us investigate your complaint quickly and thoroughly, please include your full name, contact information, case or file reference number (if applicable) and a description of the complaint.
  4. Once we have received your complaint, we will write to you with an acknowledgment within 30 days and respond to the complaint without undue delay. This will enable us to carry out a thorough review of your complaint, undertake a full investigation and provide you with a detailed response.
  5. If you remain dissatisfied with our handling of your complaint, you may contact directly the Information Commissioner’s Officer (ICO) to ask them to consider the complaint further. Their contact details are:
    The Information Commissioner’s Office
    Wycliffe House, Water Lane
    Wilmslow, Cheshire.
    SK9 5AF
    Tel: 0303 123 1113
    Website: https://ico.org.ukYou can make a complaint through their website.
    The ICO will expect that you have allowed us to consider and respond to your complaint in the first instance.