Complaints procedure

We want you to have the best possible experience when dealing with Martinsons. However, if at any stage you become unhappy with the service provided to you, then it is important that you let us know, so we can try to put it right. Below is the procedure that we will follow.

1. If you have a grievance about our service, you should firstly complain to us. We have a process for handling complaints and this can be provided to you on request. If you wish to make a complaint, you should:

i. Let us know of your complaint as soon as possible;

ii. Be clear on what your issues are and how you would like them to be resolved; and

iii. Allow us a reasonable time (up to 8 weeks) to resolve your complaint.

2. If after your initial complaint you are not satisfied with our response, you can contact the Legal Ombudsman. The Ombudsmen deals with poor service such as delays or unclear communication; problems with your bill and also the loss of your documents.  Full details are available at https://www.legalombudsman.org.uk/.

3. You may also report to the Solicitors Regulation Authority (SRA), if you have complained to us about a breach of SRA’s Code of Conduct and you are not satisfied with our response. Examples of a breach of the Code of Conduct include dishonesty, fraud and discrimination. For contact and full details are available at https://www.sra.org.uk/.