Regulatory Information
Carpenters Limited is registered in England and Wales under company number 06532413. The registered office is Leonard House, Scotts Quays, Birkenhead, Wirral, CH41 1FB.
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Our Service
We do try to provide all of our clients with the best possible levels of service however if you feel we are not doing so in relation to your claim please raise a service enquiry by emailing your file handler directly or using the website enquiry form which will be reviewed and responded to accordingly.
Further information about complaints can be found on this page and our formal complaint procedure can be found at the bottom of this page
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Legal Services
We are 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 regulated by 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 current legislation.
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Compensation Fund
We are members of the SRA Compensation Fund that exists to protect consumers of legal services who may have been unethically treated or lost money as a result of the actions of a regulated individual. The scheme exists to assist in upholding trust and integrity in the profession. Further information can be found on the SRA website www.sra.org.uk
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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 Financial Services Register can be found at http://www.fca.org.uk/consumers
If you have complaint regarding our LEI policy administration or Legal Helpline services please refer to the attached policy Complaint Policy
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Professional Indemnity Insurance
Click here to download the document
Disclaimer and Equal Opportunities
Whilst we make every effort 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 are not liable for any inaccuracies and their consequences.
Carpenters Group is committed to equal opportunities and provides services to all persons equally regardless of sex, gender, race, age, disability, sexual orientation or religious belief.
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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 that 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.
The Role of the Legal Ombudsman (applicable April 1st 2023 onwards)
Where the firm provides a final response to a complaint, if a client remains dissatisfied, they may refer the matter to the Legal Ombudsman who are the independent complaints body established under the Legal Services Act to investigate legal service complaints. The Legal Ombudsman expects complaints to be made to them within one year of the date of the action or omission complaint about or within one year of realising there was a concern. The Ombudsman has discretion to reject complaints where they believe there is no significant loss, distress, inconvenience or detriment or they consider it is too complex to investigate proportionately. Any referral must be made within six months of a firm’s final response. The Ombudsman’s details are as follows:
Telephone 0300 555 0333
enquiries@legalombudsman.org.uk
PO Box 6167, Slough, SL1 0EH
You are entitled to apply to the Court for an assessment of a bill under Part III of the Solicitors Act 1974 please contact your file handler for further details. Alternatively, where we receive any indication that you may wish to dispute or challenge any aspect of our bill, we will treat that as a complaint or expression of dissatisfaction.
If you wish to make a complaint you can do so by emailing customersupportteam@carpentersgroup.co.uk
In certain circumstances, you may make a complaint to the SRA https://www.sra.org.uk/consumers/problems/report-solicitor/
Our insurance services team (“CISL”) are regulated by the FCA under number 608662. If you have a complaint about their service you may submit it to customerresolutions@carpentersgroup.co.uk and the Complaint Procedure is via the following link: Complaint Policy
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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.
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Data Protection
Carpenters Group have obligations under Data Protection legislation to keep client data confidential and secure. Carpenters Group is also accredited with ISO27001 in Information Security.
Please refer to our Fair Processing Notice to see how we process data obtained as part of your claim.
If you require more information on this subject, please contact us at gdpr@carpentersgroup.co.uk or use the contact form on this site.
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Our Policies
You can view our policies here:
For more information on any of our regulatory information or policies, please contact our Risk & Compliance Team at RiskAndComplianceTeam@carpentersgroup.co.uk
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SRA Diversity Questionnaire
You can view our SRA Diversity Questionnaire here.
