Carltons Solicitors Birmingham 0800 996 1745

SOLICITORS BIRMINGHAM
Solicitors Birmingham

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Carltons Solicitors Complaints Policy

We are committed to maintaining the highest professional standards and providing a high quality legal service to all our clients. A complaint can show us how to do better. If something goes wrong, we want to know about it and put it right as quickly as we can.

If you want to make a complaint, please contact our Complaints Handlers Mr Raj Padhiar or Mr Rajen Chohan by telephone 0121 766 7447, email raj.padhiar@carltons-solicitors.com or rajen.chohan@carltons-solicitors.com  or post 503 Coventry Road, Small Heath, Birmingham, B10 0LL.

If you have special needs which we should take into account due to language or disability, please let us know. If you do need to complain, we will deal with it according to our complaints procedure, a copy of which is below.

Complaints procedure

Introduction

We are committed to maintaining the highest professional standards and providing a high quality legal service to all our clients. A complaint can show us how to do better. If something goes wrong, we want to know about it and put it right as quickly as we can.

The aim of the formal complaints process is to resolve a problem to the satisfaction of the person making the complaint.

Our complaints contact is Mr Raj Padhiar/Or Mr Rajen Chohan who can be contacted by Telephone on 0121 766 7447 or by post 503 Coventry Road, Small Heath, Birmingham, B10 0LL. If you have special needs which we should take into account due to language or disability, please let us know. We aim to deal with complaints according to the following timetable.

Complaints process timetable

Action

Timescale

Acknowledge the complaint in writing and send a copy of the complaints procedure

Within two working days

Invite you to a meeting or to discuss the issues by telephone

Within two working days

Confirm the outcome of the meeting or telephone conversation in writing

Within three working days of the meeting/telephone conversation

Investigate the issues

Within 14 days of receiving the complaint

If a meeting/telephone discussion is not possible or required: investigate the issues

 

Write to you with the outcome

Within 21 days

Review and close the complaint

Within 8 weeks of receiving the complaint

If you do not agree with the outcome of our complaints process, you can then complain to the Legal Ombudsman. Complaints to the Legal Ombudsman must usually be made within six months of our final response to your complaint.

The Legal Ombudsman can investigate complaints for up to six years from the date a problem occurred or within three years from when you found out about the problem.
The address is PO Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk.

Alternative complaints bodies such ProMediate (www.promediate.co.uk) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.

We do not agree to use of an alternative complaints body because complaints about law firms can be referred to the Legal Ombudsman.