Complaints
Last updated: September 25, 2026
Carol’s Law Ltd aims to provide a clear, respectful and professional service. If you are unhappy with any aspect of our service, we encourage you to tell us so that we can review your concerns and respond appropriately.
Raising a complaint will not affect your ability to access our complaints process fairly or to raise other rights or concerns available to you.
What You Can Complain About
You can raise a complaint about matters such as:
The quality of service you received
Communication or delays
How your case or enquiry was handled
Staff conduct or professionalism
Fees or service expectations
Whether the agreed scope of work was followed
Any other concern about the service provided by Carol’s Law
Complaints specifically about the handling of personal information should normally be raised through our separate Data Protection Complaints process.
How to Make a Complaint
You can make a complaint by contacting Carol’s Law and providing enough information for us to understand and review the issue.
Ask complainants to include, where possible:
Their name and contact details
The service or matter concerned
What happened
When it happened
Any relevant reference or case details
What outcome they are seeking
If you need reasonable assistance to make a complaint, please contact us and we will consider how we can support you.
Complaints Contact
Email: carolslawltd@gmail.com
Telephone: +44 7304 113361 | +44 7738 410304
Postal address: 21 Metro House West Bromwich B70 9LB
Please provide only the information needed to explain your complaint. If your complaint contains highly sensitive personal information, we may contact you to agree an appropriate way to provide additional details.
How We Handle Complaints
We aim to handle complaints fairly, respectfully and proportionately. The steps we take will depend on the nature and complexity of the complaint.
Acknowledgement
We will acknowledge your complaint within a reasonable timeframe and confirm that it has been received.
Review
We will review the information provided, consider any relevant records and, where necessary, seek clarification or further information.
Investigation
Where appropriate, we may speak with relevant staff or review communications, documents or other records connected with the complaint.
Response
We will provide a response explaining the outcome of our review and any action we consider appropriate.
Updates
If a complaint requires more time to review, we may provide an update explaining the position and what will happen next.
Fair process: We aim to consider complaints objectively and to explain our response clearly.
Possible Outcomes and Further Review
After reviewing a complaint, Carol’s Law will explain the outcome and any action we consider appropriate.
Possible Outcomes
Depending on the circumstances, the outcome may include:
An explanation or clarification
An apology where appropriate
Correction of inaccurate information
A change to how a matter is handled
Review of internal procedures or guidance
Additional staff support or training where relevant
Confirmation that no further action is required
Further Review
If you remain dissatisfied after receiving our response, you may ask us to consider whether a further internal review is appropriate.
Any further review may consider whether the complaint was handled fairly, whether relevant information was considered and whether the response adequately addressed the concerns raised.
Matters Outside Our Control
Some complaints may relate partly to decisions or actions taken by independent professionals, organisations or services. Carol’s Law cannot overturn or direct decisions made by those third parties.
Other Rights or Routes
Depending on the nature of the complaint, you may also have other rights or routes available to you, including data-protection complaint rights or legal remedies.
Further review is not automatic: Whether an additional internal review is appropriate will depend on the circumstances and whether there is a reasonable basis for reconsidering the complaint.
Complaints Records, Confidentiality and Final Information
Carol’s Law may keep appropriate records of complaints, correspondence, investigations, outcomes and any actions taken.
Complaints Records
Records may include the nature of the complaint, relevant communications, information reviewed, decisions made, the response provided and any follow-up action.
Confidentiality
Complaint information will be handled carefully and in accordance with our Privacy Notice, confidentiality procedures and applicable data-protection requirements.
Information Sharing
Information relating to a complaint will only be shared where relevant and appropriate to reviewing, investigating or resolving the matter, or where another lawful reason requires disclosure.
Learning From Complaints
We may use complaint outcomes to identify opportunities to improve our services, procedures, communication or staff guidance.
Changes to This Complaints Process
We may update this complaints information from time to time to reflect changes in our services, procedures or applicable requirements.
Contact Us About a Complaint
Carol’s Law Ltd
Email: carolslawltd@gmail.com
Telephone: +44 7304 113361 | +44 7738 410304
Postal address: 21 Metro House West Bromwich B70 9LB
Last updated: September 25, 2026