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. www.sra.org.uk
We will do our best to resolve any concern that you may have about our service.
You are entitled to make a formal complaint in accordance with our complaints procedure which confirms that on receipt of your complaint we will consider it and provide a reasoned response to you within 8 weeks.
If after 8 weeks you are still dissatisfied, you can then involve the Legal Ombudsman.
A complaint to the Legal Ombudsman must normally be made:
- Within six months of the date of your receipt of our final response to your complaint;
- No more than six years from the date of act/omission or three years from when you should reasonably have known that there was cause for complaint.
For more information on how the Legal Ombudsman works please visit the Legal Ombudsman Website: www.legalombudsman.org.uk