Complaints Procedure

1. Our complaints policy 

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it.  This will help us to improve our standards. If you have a complaint, please contact us with the details. 

We are committed to investigate complaints promptly, impartially, independently and free of charge. 

2. What will happen next?

  1. Your complaint will be dealt with by our Head of Conveyancing, Hayley Hellon. We will send you a letter acknowledging receipt of your complaint within 7 days of receiving it, enclosing a copy of this procedure and asking you to confirm or explain the details.  
  2. We will then investigate your complaint and provide a response no later than 28 days after we have received your complaint.   
  3. At this stage, if you are still not satisfied, you should contact us again and we will arrange to review the decision made. 
  4. The assessment of your complaint will be based upoin a sufficient and fair investigation. We will explain in writing our findings and where the complaint is upheld, will offer remedial action or redress. This will be actioned promptly.
  5. If after following our review and complaint process you remain dissatisfied with any aspect of our handling of your file/complaint, you may then contact the Legal Ombudsman by telephone on 0300 555 0333 or email at [email protected] or you may wish to write to them at P O Box 6806, Wolverhampton, WV1 9WJ. 
  6. Any complaint to the Legal Ombudsman must usually be made within six months of receiving a final written response from us about your complaint. Further information can be found on their web site at www.legalombudsman.org.uk. Unless it agrees that there are good reasons not to do so, the Legal Ombudsman will expect you to allow us to consider and respond to your complaint in accordance with the procedure set out above in the first instance. You can refer your complaint up to 6 months after you have received our final written response to your complaint. You can also use the Ombudsman service if we have not resolved your complaint within 8 weeks of us receiving it. A complaint can be referred to the Legal Ombudsman up to six years from the date of the act or omission or up to 3 years after discovering a problem. The ombudsman deals with service-related complaints; any conduct-related complaints will be referred to the Council for Licensed Conveyancers.
  7. Alternative complaints bodies (such as Promediate (www.promediate.co.uk) and Small Claims Mediation (www.small-claims-mediation.co.uk) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. However, we do not agree to use Promediate nor Small Claims Mediation.

If we have to change any of the timescales above, we will let you know and explain why.