Complaints Procedure
All firms of solicitors are obliged to try to resolve problems which clients may have with the service provided. Any client who is dissatisfied with the Firm’s services or has any other complaint should immediately raise it, preferably in writing, with the person handling the matter concerned, who will try to resolve the problem. If this is unsuccessful then the complaint will be referred to either the Firm’s CEO, Warren Wooldridge (wwooldridge@mccarthydenning.com) or Compliance Officer Legal Practice, Clive O’Connell (coconnell@mccarthydenning.com ).
This firm is not authorised by the Financial Conduct Authority (FCA). However, we are included on the register maintained by the FCA so that we can carry on insurance mediation activity which is broadly the advising on, selling and administering of insurance contracts. This part of our business, including arrangements for complaints or redress if something goes wrong, is regulated by the Solicitors Regulation Authority and the Legal Ombudsman will deal with any complaints which may arise from this activity. The register can be accessed via the FCA website at www.fca.org.uk/register.
The Legal Ombudsman is an independent complaints handling body to which our clients may refer complaints if we cannot resolve them. Their contact details are as follows: PO Box 6806, Wolverhampton WV1 9WJ; telephone 0300 555 0333; enquiries@legalombudsman.org.uk; www.legalombudsman.org.uk.
Complaints to the Legal Ombudsman must be made in accordance with the following timescale:
In normal circumstances you are required to register a complaint within one year. You must then give us 8 weeks to try to resolve your complaint before contacting the Legal Ombudsman. A complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of the Firm’s complaints procedure. In summary:
• You must register your complaint with us within one year
• The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint
• After this time, you can contact the Legal Ombudsman (but you must do so within 6 months)
This firm is regulated by the Solicitors Regulation Authority (SRA). You may also make a complaint to the SRA. Details of how and when to make a complaint to the SRA can be found on their website: