We want to give clients the best possible service. However, if you are our client and at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem. In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure (which is set out in our Terms and Conditions which you signed when you retained our service; we can send you a further copy of our procedure upon request).

Making a complaint will not affect how we handle your case.

SOLICITOR SERVICES:

Manuel Martin & Associates Ltd is registered at Companies House for England & Wales with number 11987020 and is a firm authorised and regulated by the Solicitors Regulation Authority (“SRA”) with I.D. 658721. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability, race, sexual orientation or other characteristic. You can raise your concerns with the Solicitors Regulation Authority. 

What do to if we cannot resolve your complaint 

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

• Within six months of receiving a final response to your complaint

and

• No more than six years from the date of act/omission; or
• No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

CONTACT DETAILS

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm. 

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

NOTARY PUBLIC SERVICES: 

Manuel Martin & Associates – Notarial Services Limited is registered at Companies House for England & Wales with number 11987020, whose Director is Mr Manuel Jesus Doña Martin, a Notary Public, who is regulated by the 

Faculty Office of the Archbishop of Canterbury: The Faculty Office, 1 The Sanctuary, Westminster, London SW1P 3JT. Telephone 020 7222 5381; Email Faculty.office@1thesanctuary.com; Website www.facultyoffice.org.uk 

What do to if we cannot resolve your complaint 

If we are unable to resolve your complaint you may then complain to the Notaries Society of which Mr Manuel J. Doña Martin is a member, who have a Complaints Procedure which is approved by the Faculty Office.  This procedure is free to use and is designed to provide a quick resolution to any dispute. In that case please write (but do not enclose any original documents) with full details of your complaint to: The Secretary of The Notaries Society, Old Church Chambers, 23 Sandhill Road, St James, Northampton.  NN5 5LH; Email secretary@thenotariessociety.org.uk; Tel : 01604 758908. 

If you have any difficulty in making a complaint in writing please do not hesitate to call the Notaries Society/the Faculty Office for assistance. Finally, even if you have your complaint considered under the Notaries Society Approved Complaints Procedure, you may at the end of that procedure, or after a period of eight weeks from the date you first notified me that you were dissatisfied, make your complaint to the Legal Ombudsman, if you are not happy with the result: Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ; Tel : 0300 555 0333; Email:  enquiries@legalombudsman.org.uk Website:  www.legalombudsman.org.uk 

If you decide to make a complaint to the Legal Ombudsman you must refer your matter to the Legal Ombudsman within six months from the conclusion of the complaint process.