Complaints Procedure

CARL MARTIN SOLICITORS COMPLAINTS PROCEDURE – HOW TO RAISE CONCERNS TO THE FIRM, THE SOLICITORS REGULATION AUTHORITY AND THE LEGAL OMBUDSMAN.

While we make every effort to serve you well with best in class service, we understand that there are times when you may fall short of your expectations. At such point, when you become unhappy, or concerned about the service we have provided to you then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.

If however you would prefer to make a formal complaint, please do so in writing addressing it our office contact address found at: https://carlmartinsolicitors.co.uk/contact/. Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can also help you if you are concerned about our behaviour. This could be for issues of dishonesty, taking or losing your money or treating you unfairly because of your age, disability or other character.

You can raise your concern with the Solicitors Regulation Authority.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we will handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint
  • No more than six years from the date of the act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint

If you would like more information about the Legal Ombudsman, please contact them.

Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am and 5pm
Email: enquiries@legalombudsman.org.uk
Address : Legal Ombudsman
PO Box 6806,
Wolverhampton
WV1 9WJ