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

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.