Regulatory Information

Corporate Social Responsibility


Corporate Social Responsibility (CSR) these days is a way of life that embraces issues as diverse, yet interconnected, as the environment, staff, recycling, IT and social awareness. Carpenters Group are serious about the impact, both positive and negative, it has on the local community, and it is not merely a box-ticking exercise. Over the coming year, Carpenters Group will continue with its current initiatives as well as introducing new ones.


Our policy is freely available as is data on our charitable contributions, both monetary and otherwise. Clients and suppliers are able to decide whether we do what we say on the tin. Leading by example is vital, so being legal, ethical, productive and profitable means there is a commitment to the local community and the environment that will carry on into the future.


Our company is customer-focused, environmentally green, a local and national employer of choice and invests in the community – we are both commercially minded and socially aware.


Disclaimer and Equal Opportunities


Whilst every effort is made to ensure that the information on these pages is accurate and up to date, it should not be relied upon as a substitute for legal advice. The information contained here is simply to illustrate the nature of the practice and its activities. It does not represent legal advice. If you have any legal queries, you should seek the advice of a Solicitor or suitably qualified legal advisor. Carpenters Group cannot be held liable for any inaccuracies and their consequences.


Carpenters Group is committed to equal opportunities and provides services to all persons equally regardless of sex, race, age, disability,  sexual orientation or religious belief.


Our Conduct


Carpenters Limited is registered in England and Wales under company number 06532413. The registered office is Leonard House, Scotts Quays, Birkenhead, Wirral, CH41 1FB.


Legal Services


Carpenters Limited is authorised and regulated by the Solicitors Regulation Authority under number 625845. All solicitors practising at Carpenters Group are admitted as Solicitors in England and Wales and registered with the Solicitors Regulation Authority.


Details of the Solicitors Regulation Authority’s outcomes-focused regulation can be found at https://www.sra.org.uk/solicitors/standards-regulations/


These regulations should be read in conjunction with the various legislative instruments of the UK Parliament (to which the regulations make reference) which also govern the conduct of the firm.


Financial Services


Carpenters Limited is authorised and regulated by the Financial Conduct Authority under number 755996 for the purposes of carrying on insurance mediation services.
Details of the Financial Conduct Authority’s regulatory regime and register can be found at http://www.fca.org.uk/consumers


Professional Indemnity Insurance


We have professional indemnity insurance provided by AIG Europe Limited


https://www.aig.co.uk/business

 

Your Right to Complain


We are committed to providing the highest quality of service. If you are a client and you have any concerns or complaints about any of the services we provide to you, we would like to discuss them with you and try to resolve them as soon as possible. Initially, we suggest that you contact the person responsible for a particular matter or their supervisor.

If you do not resolve your issues, then the firm has a written formal complaints procedure which can be downloaded via the link at the foot of this page (or you can request a copy to be sent to you).  In the unlikely event that the matter is still not resolved at the conclusion of our complaints process, you are entitled to make a complaint to the Legal Ombudsman, details below:


Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ

E: enquiries@legalombudsman.org.uk 

T: 0300 555 0333


You are entitled to apply to the court for an assessment of a bill under Part III of the Solicitors Act 1974 and we can give you details about this. 


In certain circumstances, you may make a complaint to the SRA https://www.sra.org.uk/home/home.page


Electronic Communication


All information is pursuant to the Electronic Commerce (EC Directive) Regulations 2002 (SI 2002 No 2013) and the Provision of Services Regulations 2009 Information.


Client Care

Communicating Clearly/ Blind


For partially blind or blind clients documents can be ordered in Braille, Large Print or Audio CD. Once logged in follow instructions to upload a document.

  • Go to http://www.rnib.org.uk
  • Click on professionals
  • Click on RNIB WebDocs
  • Click on RNIB WebDocs link
  • Register your details to log in.

Communicating Clearly/ Deaf, Hard of Hearing or Speech Impaired


Type Talk is a service provided which enables individuals who cannot hear to communicate via a telephone. A Relay Assistant will provide a text-to-voice, voice-to-text relay service on a word by word basis as they are typed or spoken.

  • Call Type Talk on 0870 2405 152, you will be connected to a Relay Assistant
  • Tell the Relay Assistant the number and name of the person you want to speak to.
  • They will then set up the call

Client Care - Communicating Clearly/ TypeTalk Calls 


The Relay Assistant will type exactly what you say to the person you are calling as you speak and it will appear on the screen of the other person’s text-phone. Remember to say “go ahead” so that the Relay Assistant knows when you have finished speaking. The Relay Assistant will then read the other person’s typed response and speak it to you word for word. When the call has ended, simply say goodbye to the other person, and wait a moment before hanging up so that they can say goodbye.


Communicating Clearly/ Voice and Hearing Carryover


The other person might use their own voice to speak to you, (but they cannot hear your reply) and this is called Voice Carryover or VCO. If they do speak directly to you, please remember they cannot hear you and that the Relay Assistant cannot communicate with them. Please do not try to reply until they have said: “go ahead”. If a person can hear but is speech impaired, they will listen to the conversation but will type their reply, and this is called Hearing Carry Over or HCO.

Our Policies

You can view our policies here:

Client Complaint Handling Policy and Procedure
Data Protection Policy
Modern Day Slavery Statement


For more information on any of our regulatory information or policies, please contact our Head of Risk and Compliance Maria Rodman at mro@carpentersgroup.co.uk or call us on 0800 094 0840.

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