Our complaints policy

We are committed to providing a high-quality service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

Ideally we would hope to resolve any problems initially on an informal basis.

However, if you wish to make a formal complaint, the procedure below should be followed:

Please contact us in writing with the details.
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Carter Brown Associates   
Suite 8 – Enterprise Court, Oakham Business Park
Hamilton Way
Mansfield
Notts NG18 5BU 

If the complaint relates to a case or an expert appointed in ongoing Court proceedings, it may be that we are unable to deal with the substance of your complaint until these proceedings are completed. Carter Brown Associates cannot circumvent ongoing Court proceedings.

Complaints can only be considered if received 12 months from the date of the report or 3 months following the completion of relevant Court proceedings, whichever is the later.

What will happen next?

1.    We will send you a letter acknowledging receipt of your complaint within five days of receiving it, enclosing a copy of this procedure.

It may be necessary for us to contact the lead solicitor on a case, to inform them that a complaint has been lodged.

2.    We will then investigate your complaint. This will normally involve passing your complaint to the appropriate Team Manager who will review your matter file and speak to those members of staff / associates involved in your case. Should the issues in your complaint be legally complex, Mr Matthew Richardson, our Legal Advisor will be passed your complaint, in the first instance.

3.    Carter Brown Associates will then send you a detailed written reply to your complaint, if appropriate including suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter.

4.    At this stage, if you are still not satisfied, you should contact us again and we will arrange for a review of the decision/s by Senior Manager /Company Director, depending on who handled your initial complaint.

5.    We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

6.     If you are still not satisfied, you can then contact the organisation representing the individual expert’s profession. We can provide you with contact details for the various organisations should you require this.


If we have to change any of the timescales above, we will let you know and explain why.